by Annette Franz | Sep 21, 2022 | board of directors, culture, culture change, customer-centric culture, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business. It really is the foundation. It’s best defined as core values + behaviors, and it’s often referred to as how we do things...
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 | Jul 13, 2022 | core values, culture, customer experience, customer understanding, customer-centric culture, employee experience, employees, empower employees, Uncategorized
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the...
by Annette Franz | Jul 6, 2022 | commitment, culture, customer experience, customer experience design, customer-centric culture, Uncategorized
I originally wrote today’s post for Zendesk. It appeared on their site on March 7, 2022. If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer...
by Annette Franz | Jun 8, 2022 | culture, customer experience, customer service, customer-centric culture, Uncategorized
I originally wrote today’s blog for Zendesk. It appeared on their site on November 29, 2021. Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help,...
by Annette Franz | Jun 1, 2022 | core values, culture, customer-centric culture, leadership, Uncategorized
I originally wrote this post for Shep Hyken’s site. It appeared on his blog on March 21, 2022. Have you heard the saying, “A fish rots from the head down?” It means that the problem starts at the top, with your leadership team. Guess what? Your culture rots from...
