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 | 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...
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...
