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...
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 | May 4, 2022 | culture, customer-centric culture, employee experience, employee retention, people-centric, Uncategorized
Heard enough about the Great Resignation? Well, sadly, this has been a long time coming, and at this point, we should continue talking about it. Non-stop. You’ve heard me say this before. I’ve been talking about the importance of employees to the business and to...
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 23, 2022 | culture, customer experience, customer feedback, customer-centric culture, insights, listening, Uncategorized, voice of customer
I’m pleased to share a guest post by Uma Bhat of Clootrack. Note: I’m one of the 102 customer experience experts included in Clootrack’s report. What are the biggest challenges that brands face when they want to implement an exceptional customer...
