by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
by Annette Franz | Aug 30, 2017 | CEO, culture, customer experience, employee experience, leadership
Image courtesy of PixabayDoes your company put employees first? or customer first?I suppose that there’s one more possibility – neither.Sadly, that’s the case for a lot of companies.But that’s not the topic of this post. This post is all about...
by Annette Franz | Jun 23, 2016 | CEO, customer experience, executives, ROI
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on January 25, 2016.Have you been able to prove the ROI of focusing on the customer experience to your executives?When you’re trying to get executive...
by Annette Franz | Jun 7, 2016 | CEO, commitment, customer experience, executives, journey mapping
Image courtesy of PixabayHow are your journey mapping efforts coming along? You are mapping, aren’t you? (If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.)And you’re following all of the key...
by Annette Franz | Jun 1, 2012 | CEO, culture, customer experience, executives, leadership
“Put your money where your mouth is.” Do you remember that tagline from a toothpaste commercial many years ago? Or am I dating myself? You know what that means, right? Show by your actions, not just by your words, that you believe in something. What does...
