by Annette Franz | Nov 9, 2022 | core values, culture, customer-centric, customer-centric culture, employee experience, leadership, people-centric, product design, Uncategorized
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it...
by Annette Franz | Sep 28, 2022 | core values, culture, customer-centric culture, decision making, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors. Designing a culture is deliberate and purposeful. To ensure that “customer-driven” and “customer-centric” become “how we do...
by Annette Franz | Jul 13, 2022 | core values, culture, customer experience, customer understanding, customer-centric culture, employee experience, employees, empower employees, Uncategorized
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the...
by Annette Franz | Jun 1, 2022 | core values, culture, customer-centric culture, leadership, Uncategorized
I originally wrote this post for Shep Hyken’s site. It appeared on his blog on March 21, 2022. Have you heard the saying, “A fish rots from the head down?” It means that the problem starts at the top, with your leadership team. Guess what? Your culture rots from...
by Annette Franz | May 18, 2022 | core values, culture, customer-centric, customer-centric culture, Uncategorized, value
I originally wrote today’s post for Bill Quiseng’s blog. It was posted on his site on March, 15, 2022. As I was writing my latest book, Built to Win, I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture...
by Annette Franz | Sep 22, 2021 | core values, culture, customer-centric culture, Uncategorized, values
Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round. Recall...
