by Annette Franz | Jan 12, 2022 | culture, culture change, customer-centric culture, Uncategorized
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
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...
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...
