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...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
by Annette Franz | Nov 2, 2022 | automation, customer experience, customer success, digital, metrics, Uncategorized, value
In this article, Annette Franz reviews some Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction. *** The role of your Customer Success...
by Annette Franz | Aug 31, 2022 | customer experience, customer satisfaction, metrics, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on April 28, 2022. Metrics are always a hot topic among customer experience professionals – and among others in their organizations who love to track them, namely executives. The...
by Annette Franz | Aug 10, 2022 | customer experience, earned growth, metrics, Net Promoter Score, Uncategorized
Today I’m pleased to share a guest post from Ben Goodey, Head of Growth Marketing at CustomerGauge. The Net Promoter System evolved once again in late 2021 with the addition of Earned Growth, the account-based metric that, according to Bain & Co. (creators...
by Annette Franz | Feb 9, 2022 | culture, customer experience, customer retention, customer-centric, customer-centric culture, employee experience, employee retention, growth, leadership, metrics, Uncategorized
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove...
