by Annette Franz | Dec 1, 2021 | customer experience, customer-centric, growth, metrics, people-centric, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer...
by Annette Franz | Oct 20, 2021 | customer experience, customer-centric, customer-centric culture, Uncategorized
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that...
by Annette Franz | Jun 30, 2021 | customer experience, customer-centric, sales, Uncategorized
There’s a difference? Yes, there is. I’ve been involved in a few conversations lately where it was quite obvious that what these folks were talking about clearly described sales-driven and sales-centric organizations, but not all parties to the...
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 | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
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...
