by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Oct 14, 2020 | customer experience, decision making, employee experience, priorities, Uncategorized
Decisions, decisions, decisions. As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our...
by Annette Franz | Oct 7, 2020 | brand, customer experience, customer understanding, data, employee experience, innovation, insights, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on April 27, 2020. Is it time for a brand refresh? I know that’s probably not top of mind for you at this very moment, given the current crisis facing the world, but maybe it should be. Business...
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...
by Annette Franz | Sep 9, 2020 | customer experience, customer loyalty, customer retention, loyalty, marketing, Uncategorized
Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions...
