by Annette Franz | Oct 16, 2019 | customer feedback, employee feedback, feedback, touchpoint mapping, Uncategorized, voice of customer, voice of employee
The following is an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Every department in your company thirsts...
by Annette Franz | Oct 10, 2019 | customer experience, customer satisfaction, customer understanding, Uncategorized
Today I’m pleased to share a guest post by Linda Taylor of MattsenKumar. A Temkin Group study revealed “businesses can double their revenue within three years by investing in customer experience,” and another study by PWC reveals “86% of customers are willing to...
by Annette Franz | Oct 8, 2019 | candidate experience, core values, culture, employee experience, Uncategorized, workplace
Is hiring for culture fit a good idea? In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited...
by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
by Annette Franz | Sep 18, 2019 | customer expectations, customer experience, customer service, employee effort, employee experience, employee happiness, empower employees, frontline employees, Uncategorized
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a...
by Annette Franz | Aug 28, 2019 | chief customer officer, customer expectations, customer experience, employee experience, employees, purpose, Uncategorized
It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of...
