by Annette Franz | Mar 4, 2020 | CEO, customer experience, executives, Forbes, leadership
This is a modified version of a post I originally wrote for Forbes. It appeared on the Forbes site on June 13, 2019. A version of this also happens to have made it as the closing chapter of my book, Customer Understanding: Three Ways to Put the “Customer”...
by Annette Franz | Apr 24, 2019 | budget, continuous improvement, customer experience, executives, priorities
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You’ve listened to customers. You’ve mapped their journeys. And...
by Annette Franz | Mar 14, 2018 | customer experience, customer-centric, customer-centric culture, executives
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is,...
by Annette Franz | Apr 5, 2017 | brand promise, customer experience, employee experience, empower employees, executives, leadership, vision, voice of customer
I originally wrote today’s post for Clicktools. It was published on their blog on June 7, 2016. I’ve made slight modifications. Are you following the 10 Commandments of Customer Experience? Or is it time for a confession? In May 2016, I spoke at...
by Annette Franz | Jun 23, 2016 | CEO, customer experience, executives, ROI
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on January 25, 2016.Have you been able to prove the ROI of focusing on the customer experience to your executives?When you’re trying to get executive...
by Annette Franz | Jun 7, 2016 | CEO, commitment, customer experience, executives, journey mapping
Image courtesy of PixabayHow are your journey mapping efforts coming along? You are mapping, aren’t you? (If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.)And you’re following all of the key...
