by Annette Franz | Aug 11, 2021 | alignment, culture, customer experience, leadership, Uncategorized
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business and especially in our customer experience work, we seek alignment – from both executives and employees. Executives...
by Annette Franz | Aug 4, 2021 | culture, customer experience, customer-centric culture, Uncategorized
“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I tackled on one of our recent calls. The following is a transcript of the call. BM: Let’s start with how you keep the customer top of...
by Annette Franz | Jun 2, 2021 | culture, customer experience, customer-centric culture, trust, Uncategorized
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer...
by Annette Franz | May 26, 2021 | candidate experience, culture, customer-centric culture, hiring, human resources, Uncategorized
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results...
by Annette Franz | Mar 24, 2021 | brand, core values, culture, customer expectations, customer experience, Uncategorized
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key...
by Annette Franz | Feb 24, 2021 | culture, customer experience, customer focus, customer-centric, customer-centric culture, Uncategorized
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer...
