by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
by Annette Franz | Sep 11, 2019 | culture, customer experience, customer-centric, customer-centric culture, employee experience, leadership
Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make...
by Annette Franz | Jul 11, 2019 | customer expectations, customer experience, customer experience design, customer experience journey, customer feedback, customer focus, customer loyalty, customer retention, customer satisfaction, customer-centric, Uncategorized
Today I’m pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
by Annette Franz | Jul 9, 2019 | customer experience, customer experience design, customer understanding, customer-centric, cxjourney, employee experience, Forbes, Uncategorized
I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or...
by Annette Franz | Apr 3, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, understanding
Image courtesy of Pixabay If you don’t know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you’ll achieve that. What is...
by Annette Franz | Aug 8, 2018 | champions, customer experience, customer-centric, customer-centric culture, employee experience, governance, transformation
Image courtesy of PixabayThis is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here.I’ll dive right in with more details about your CX...
