by Annette Franz | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
by Annette Franz | Dec 18, 2019 | customer experience, customer feedback, empower employees, frontline employees, voice of customer
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don’t just ask customers about the experience in surveys,...
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 | Oct 27, 2015 | customer experience, customer service, CXPA, employees, frontline employees
Image courtesy of Unsplash/Nikolai BerntsenIs it really everyone’s job?Pundits and experts alike say that customer experience is everyone’s job. If you google “customer experience is everyone’s job” and “customer service is...
by Annette Franz | Oct 8, 2013 | customer service, employee experience, frontline employees, trust
As we move through Customer Service Week 2013, what are you doing to help your employees deliver the best customer service possible? I recently read an article by Holly Regan of Software Advice in which she introduced a concept that Chris DeRose and Noel Tichy wrote...
