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...
by Annette Franz | Feb 10, 2021 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. I often receive requests to train employees on how to deliver a great customer experience. Awesome. I love where they’re headed...
by Annette Franz | Jan 6, 2021 | change, change management, culture, culture change, customer-centric culture, Uncategorized
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Well, guess what? This year (and, quite frankly,...
by Annette Franz | Sep 30, 2020 | culture, customer experience, customer-centric, customer-centric culture, employee experience, Uncategorized
I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020. Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the...
by Annette Franz | Sep 23, 2020 | culture, customer experience, customer-centric culture, Uncategorized
Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018) Just like your customer...
