by Annette Franz | Apr 17, 2024 | culture, customer experience, customer-centric, customer-centric culture, marketing, Uncategorized
I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is...
by Annette Franz | Mar 27, 2024 | customer experience, customer understanding, customer-centric, customer-centric culture, product design, product experience, Uncategorized
Seth Godin said, “Don’t find customers for your products, find products for your customers.” I’m a huge fan of this quote and have used it many times over because it summarizes nicely what I’ve preached over the years: solve problems for...
by Annette Franz | Jan 24, 2024 | collaboration, culture, customer-centric, customer-centric culture, silos, Uncategorized
I’ve written about the benefits of a customer-centric culture. They are plentiful! One of the benefits that should be added to that article is the fact that this type of culture truly brings the organization together. That shouldn’t be unique to a...
by Annette Franz | Jan 17, 2024 | culture, culture change, customer experience, customer-centric, customer-centric culture, employee experience, leadership, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on October 17, 2023. I have seen many articles that refer to a company’s “customer-centric people,” “customer-centric behavior,” “customer-centric tips,” “customer-centric marketing,” etc. I’m...
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 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...
