by Annette Franz | Jun 23, 2021 | alignment, commitment, decision making, leadership, Uncategorized
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately,...
by Annette Franz | Jun 16, 2021 | customer experience, customer success, digital, Uncategorized
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references....
by Annette Franz | Jun 9, 2021 | coaching, employee experience, employee feedback, exit interviews, feedback, leadership, stay interviews, Uncategorized
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement....
by Annette Franz | Jun 2, 2021 | culture, customer experience, customer-centric culture, trust, Uncategorized
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer...
by Annette Franz | May 26, 2021 | candidate experience, culture, customer-centric culture, hiring, human resources, Uncategorized
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results...
by Annette Franz | May 19, 2021 | co-creation, design thinking, ideation, journey map, journey mapping, Uncategorized
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before...
