by Annette Franz | Sep 6, 2023 | culture, customer understanding, customer-centric, customer-centric culture, leadership, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on June 7, 2023. In my last article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization, including: Lack...
by Annette Franz | Jul 19, 2023 | culture, customer-centric culture, employee engagement, employee experience, employee productivity, onboarding, productivity, Uncategorized
Years ago, I wrote an article that was syndicated on the Business2Community site. In that article, I mentioned the importance of proper employee onboarding. Someone commented on the article with outrage, saying that I was making up new words and that this term...
by Annette Franz | Jul 12, 2023 | culture, culture change, customer-centric, customer-centric culture, leadership, transformation, Uncategorized
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy from – a company...
by Annette Franz | Jun 28, 2023 | customer effort, customer expectations, customer experience, customer understanding, customer-centric, customer-centric culture, Uncategorized, voice of customer
For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives will transform the customer experience. That’s how CCW starts...
by Annette Franz | Jun 14, 2023 | culture, customer experience, customer focus, customer-centric, customer-centric culture
Today’s article includes an excerpt from my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks) along with some additional thoughts on the topic. *** Did you know that customer-focused and...
by Annette Franz | Jun 7, 2023 | culture, customer experience, customer experience design, customer-centric culture, data, employee experience, leadership, technology, tools, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. That means that...
