by Annette Franz | Nov 19, 2025 | customer experience, customer success, journey mapping, metrics, Uncategorized, value
I originally wrote today’s post for MarTech. It appeared on their site on May 29, 2025. According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment. In an era of instant gratification and eroding...
by Annette Franz | Oct 29, 2025 | culture, customer experience, data, employee experience, leadership, metrics, process improvement, Uncategorized
Many years ago, I wrote about the concept of the The Streetlight Effect. It refers to a story or concept along the lines of: A drunk drops his keys in the dark. Instead of searching where he lost them, he scans under the streetlight. Why? Because that’s where the...
by Annette Franz | Aug 6, 2025 | core values, culture, customer-centric culture, employee experience, leadership, metrics, Uncategorized, workplace
For too long, “culture” has been (and continues to be) dismissed as a soft concept, i.e., something nice to have, a feel-good initiative, or an HR responsibility with no direct bearing on the bottom line. That’s a mistake. A costly one. Here’s the reality: culture is...
by Annette Franz | Oct 23, 2024 | culture, culture change, customer-centric culture, metrics, success metrics, Uncategorized, workplace
Over the last few weeks, I’ve introduced the concept of the Culture Plan, and I’ve written about how to create the Plan and how to implement it. Today I’m writing about the next natural step in the process, outlining how to measure success of your...
by Annette Franz | Jul 17, 2024 | customer experience, customer experience journey, data, employee experience, metrics, ROI, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2024. This is a modified version of that post. I spend a lot of time talking to leaders about the value of a customer-centric culture. Sadly, their reactions are often disheartening...
by Annette Franz | Feb 8, 2023 | culture, customer experience, empathy, empathy map, employee experience, metrics, Uncategorized
Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out. My focus was on deliberately designing a customer-centric culture, getting leaders...
