by Annette Franz | Aug 21, 2019 | core values, culture, employee experience, leadership, Uncategorized, values
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U.S....
by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
by Annette Franz | Aug 7, 2019 | customer experience, customer experience journey, CX strategy, CX vision, employee experience, governance, Uncategorized
I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with...
by Annette Franz | Jul 31, 2019 | customer feedback, feedback, market research, survey design, surveys, Uncategorized
Being a CX professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Over the weekend, Seth Godin published...
by Annette Franz | Jul 24, 2019 | customer experience, technology, Uncategorized
Today I’m pleased to share a guest post by Dwayne Charrington.Technology surrounds us in countless applications, right from the simplest of mechanical devices operated manually, like twisting a doorknob, to the most-sophisticated electronic devices, like...
by Annette Franz | Jul 11, 2019 | customer expectations, customer experience, customer experience design, customer experience journey, customer feedback, customer focus, customer loyalty, customer retention, customer satisfaction, customer-centric, Uncategorized
Today I’m pleased to share a guest post by Adrian Swinscoe. I believe that the customer experience (CX) space is becoming like prog rock in the 1970s, i.e., overly technical, too elaborate and complicated, inwardly focused, a little exclusive, and in danger of...
