by Annette Franz | Aug 28, 2019 | chief customer officer, customer expectations, customer experience, employee experience, employees, purpose, Uncategorized
It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of...
by Annette Franz | Jul 18, 2017 | chief customer officer, customer experience, customer-centric culture
Image courtesy of GMCWho needs a customer experience executive? Why? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives?Those are just some of the questions addressed in...
by Annette Franz | Jun 7, 2017 | CCO, chief customer officer, customer experience, CXO
Image courtesy of GMC SoftwareDo you need one? A customer experience leader, that is.There’s an alphabet soup of letters thrown together to title the customer experience leader role, whether it’s CCO, CXO, CCXO, etc. They all lead to the same definition:...
by Annette Franz | Feb 8, 2017 | chief customer officer, culture, customer experience, customer-centric culture, employee experience
What do the first 90 days on the job look like for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software’s CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can find it...
by Annette Franz | Sep 10, 2013 | acquisition, CCO, chief customer officer, customer experience, customer retention, customer service, digital, social media
What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can’t even keep the customers they have because their products, services, and experience stink?I don’t know (OK, I do know), but I think Pizza Hut UK is...
