by Annette Franz | May 18, 2022 | core values, culture, customer-centric, customer-centric culture, Uncategorized, value
I originally wrote today’s post for Bill Quiseng’s blog. It was posted on his site on March, 15, 2022. As I was writing my latest book, Built to Win, I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture...
by Annette Franz | May 11, 2022 | co-creation, customer experience, customer experience design, design thinking, product design, Uncategorized
When I think of Honda, I think of the Helpful Honda commercials and the Random Acts of Helpfulness. I’m sure Honda is OK with me making that connection. So, it stuck with me – and I’ve been meaning to write about this since I saw it – when I...
by Annette Franz | May 4, 2022 | culture, customer-centric culture, employee experience, employee retention, people-centric, Uncategorized
Heard enough about the Great Resignation? Well, sadly, this has been a long time coming, and at this point, we should continue talking about it. Non-stop. You’ve heard me say this before. I’ve been talking about the importance of employees to the business and to...
by Annette Franz | Apr 27, 2022 | change, change management, leadership, Uncategorized
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key and critical parts of this change management effort is to ensure we have executive commitment for the work that lies...
by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Apr 13, 2022 | customer understanding, customer-centric, customer-centric culture, journey mapping, personas, Uncategorized, understanding, voice of customer
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
