by Annette Franz | Aug 2, 2023 | automation, customer expectations, customer success, onboarding, Uncategorized
In last week’s post, I wrote about the importance of proper customer onboarding, as well as the benefits of doing it right and the pitfalls of doing it wrong or not doing it at all. In this post, I’ll answer a few important questions, namely: who’s...
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 21, 2023 | customer expectations, customer experience, employee expectations, employee experience, leadership, servant leadership, Uncategorized
Today I’m pleased to share a guest post by Frank Sonnenberg. It’s an excerpt from his latest book, Leadership by Example: Be a role model who inspires greatness in others. If you want to WOW someone, do something unexpected rather than ordinary. After all,...
by Annette Franz | May 10, 2023 | customer expectations, customer experience, disruption, franchise, Uncategorized
I’ve run across some interesting brands lately, so I decided to start a “limited series” about these brands and what they’re doing differently to create unexpected experiences in their industries. First up is a company that came across my desk...
by Annette Franz | Mar 22, 2023 | communication, communications, customer expectations, customer experience, customer journey, journey map, journey mapping, Uncategorized
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. Check out the post and add your thoughts, but in short, I waited an hour to see the doctor, at which point I popped my head out of the room I was in...
by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
