by Annette Franz | Apr 24, 2019 | budget, continuous improvement, customer experience, executives, priorities
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You’ve listened to customers. You’ve mapped their journeys. And...
by Annette Franz | Dec 27, 2017 | action, closed-loop process, continuous improvement, customer experience, customer feedback, voice of customer
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?...
by Annette Franz | Oct 5, 2017 | continuous improvement, customer experience, innovation
Image courtesy of PixabayHow can anyone become complacent about running a business? or about winning at business?It happens! It’s a broad question, but if you think you’re going to become complacent about the customer experience – and think...
by Annette Franz | Jan 19, 2017 | closed-loop process, competition, continuous improvement, innovation, process improvement, weak signals
Image courtesy of PixabayDo you know what it takes to stay ahead of the competition? Is that one of your business goals?I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the...
by Annette Franz | Sep 6, 2016 | continuous improvement, process improvement, root cause, tools
Have problems? How are you solving them so that they never happen again?How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA?Conducting some...
by Annette Franz | Aug 16, 2016 | continuous improvement, customer experience, leadership, lean management
Image courtesy of PixabayAre your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the...
