by Annette Franz | Jun 23, 2021 | alignment, commitment, decision making, leadership, Uncategorized
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately,...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
by Annette Franz | May 19, 2020 | alignment, brand promise, commitment, customer experience, CX strategy, employee experience, journey map, journey mapping, strategy, Uncategorized
This post was originally published and shared on CCW Digital on February 19, 2020. The following is an abbreviated excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Journey...
by Annette Franz | Sep 7, 2017 | commitment, communication, customer experience, customer feedback, customer-centric culture, voice of customer
Image courtesy of PixabayDo you know the top three secrets of VoC success?Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and...
by Annette Franz | May 24, 2017 | commitment, customer experience, CX strategy, employee engagement, tools
I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....
by Annette Franz | Mar 16, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy
Image courtesy of Tax CreditsNo customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I’d compile a few ideas on how to move beyond the “no...
