by Annette Franz | Apr 13, 2022 | customer understanding, customer-centric, customer-centric culture, journey mapping, personas, Uncategorized, understanding, voice of customer
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
by Annette Franz | May 19, 2021 | co-creation, design thinking, ideation, journey map, journey mapping, Uncategorized
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before...
by Annette Franz | May 5, 2021 | customer experience, customer experience design, customer experience journey, empathy, empathy map, journey map, journey mapping, Uncategorized
Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to...
by Annette Franz | Oct 28, 2020 | customer experience, customer understanding, employee experience, journey map, journey mapping, Uncategorized, understanding
The first step in my six-step journey mapping process is Plan. This step includes all the prep work to get ready for your journey mapping workshop, including: identifying the personas for which you’ll map; the objectives, scope, outcomes, and success metrics of the...
by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Jul 29, 2020 | customer experience, design thinking, employee experience, journey mapping, Uncategorized, workshops
Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be...
