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 | 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 | Apr 19, 2023 | customer experience, customer experience design, customer experience journey, customer experience lifecycle, customer understanding, journey map, journey mapping, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...
by Annette Franz | Feb 15, 2023 | customer experience, customer understanding, entrepreneur, market research, startup, Uncategorized, voice of market
Having been in this profession for 30+ years now, I’m often asked to look at new products in the customer experience technology arena (trust me, it runs the gamut) to get my thoughts on the products (and, hopefully, to recommend them to my clients). I...
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...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
