by Annette Franz | Aug 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...
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 | Apr 13, 2022 | customer understanding, customer-centric, customer-centric culture, journey mapping, personas, Uncategorized, understanding, voice of customer
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
by Annette Franz | Mar 2, 2022 | culture, customer experience, customer-centric, customer-centric culture, product design, product experience, Uncategorized
Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here. Does this sound like your company’s leadership: When it comes to developing your product...
by Annette Franz | Feb 9, 2022 | culture, customer experience, customer retention, customer-centric, customer-centric culture, employee experience, employee retention, growth, leadership, metrics, Uncategorized
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove...
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...
