by Annette Franz | Feb 3, 2021 | co-creation, customer experience, design thinking, innovation, Uncategorized
In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: So, when you see those headlines about customer control and customer...
by Annette Franz | Oct 7, 2020 | brand, customer experience, customer understanding, data, employee experience, innovation, insights, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on April 27, 2020. Is it time for a brand refresh? I know that’s probably not top of mind for you at this very moment, given the current crisis facing the world, but maybe it should be. Business...
by Annette Franz | Nov 13, 2019 | customer experience, customer experience design, customer focus, customer understanding, customer-centric, employee experience, innovation, Uncategorized
It’s not your father’s Comcast. It’s now your Comcast, the Comcast of the future. I was invited to participate in Comcast’s CX Innovation Day on Monday, November 4. The event’s purpose was to put a spotlight on CX innovation. It included...
by Annette Franz | May 2, 2018 | core values, culture, customer experience, CX strategy, employee experience, innovation, leadership
Image courtesy of PixabayHave you seen Jeff Bezos’ annual shareholder letter for 2018? Within the last few weeks, Bezos released his 20th annual shareholder letter. Each year the letter is filled with strategy lessons about customer experience, employee...
by Annette Franz | Oct 5, 2017 | continuous improvement, customer experience, innovation
Image courtesy of PixabayHow can anyone become complacent about running a business? or about winning at business?It happens! It’s a broad question, but if you think you’re going to become complacent about the customer experience – and think...
by Annette Franz | Jul 27, 2017 | culture, customer experience, employee experience, innovation, leadership, process improvement
Image courtesy of PixabayBut we’ve always done it that way!Is that one of the favorite sayings within your company? from your leaders?Or maybe it’s, “That’s just the way we do things around here.”Regardless, you never want to hear either...
