by Annette Franz | Sep 28, 2022 | core values, culture, customer-centric culture, decision making, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors. Designing a culture is deliberate and purposeful. To ensure that “customer-driven” and “customer-centric” become “how we do...
by Annette Franz | Sep 21, 2022 | board of directors, culture, culture change, customer-centric culture, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business. It really is the foundation. It’s best defined as core values + behaviors, and it’s often referred to as how we do things...
by Annette Franz | Sep 14, 2022 | customer experience, customer journey, data, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and...
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 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, 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...
