by Annette Franz | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Jun 22, 2017 | communication, customer experience, customer-centric culture, journey mapping, training, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It was published on their blog on October 25, 2016.In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at...
by Annette Franz | Jun 19, 2015 | buy-in, customer experience, customer experience journey, CX strategy, empathy, journey map, training
Image courtesy of PixabayIs your entire company – executives and employees alike – aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer...
by Annette Franz | Jun 12, 2015 | anticipatory experience, customer experience, customer experience design, personas, storytelling, training
Every customer has a backstory. Do you listen for it? Let’s start with defining the term first, as I often do. What is a backstory? Dictionary.com says that it’s: a narrative providing a history or background context, while TheFreeDictionary.com states...
by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
by Annette Franz | Apr 21, 2015 | coaching, customer experience, employee experience, employees, training
Image courtesy of Pixabay What do your employees know about customer experience? I’ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience...
