by Annette Franz | Sep 18, 2019 | customer expectations, customer experience, customer service, employee effort, employee experience, employee happiness, empower employees, frontline employees, Uncategorized
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a...
by Annette Franz | Sep 11, 2019 | culture, customer experience, customer-centric, customer-centric culture, employee experience, leadership
Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make...
by Annette Franz | Aug 28, 2019 | chief customer officer, customer expectations, customer experience, employee experience, employees, purpose, Uncategorized
It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of...
by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
by Annette Franz | Aug 7, 2019 | customer experience, customer experience journey, CX strategy, CX vision, employee experience, governance, Uncategorized
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with...
by Annette Franz | Jul 24, 2019 | customer experience, technology, Uncategorized
Today I’m pleased to share a guest post by Dwayne Charrington.Technology surrounds us in countless applications, right from the simplest of mechanical devices operated manually, like twisting a doorknob, to the most-sophisticated electronic devices, like...
