by Annette Franz | Sep 28, 2022 | core values, culture, customer-centric culture, decision making, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors. Designing a culture is deliberate and purposeful. To ensure that “customer-driven” and “customer-centric” become “how we do...
by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
by Annette Franz | Sep 29, 2021 | customer experience, decision making, leadership, priorities, Uncategorized
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because...
by Annette Franz | Jun 23, 2021 | alignment, commitment, decision making, leadership, Uncategorized
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately,...
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 | Apr 12, 2017 | action, culture, decision making, leadership
Have you heard the saying, “Ready. Fire. Aim?” What does it mean? Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you’re shooting at. Shoot before you know why you’re...
