by Annette Franz | Sep 16, 2026 | culture, customer experience, employee experience, leadership, strategy, Uncategorized, value
I originally wrote today’s post for MarTech. It appeared on their site on October 2, 2025. Most leaders talk about “value” like it’s a buzzword, but here’s the brutal truth: too many companies aren’t creating value; they’re strip-mining it....
by Annette Franz | Nov 19, 2025 | customer experience, customer success, journey mapping, metrics, Uncategorized, value
I originally wrote today’s post for MarTech. It appeared on their site on May 29, 2025. According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment. In an era of instant gratification and eroding...
by Annette Franz | Nov 2, 2022 | automation, customer experience, customer success, digital, metrics, Uncategorized, value
In this article, Annette Franz reviews some Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or prediction. *** The role of your Customer Success...
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 | Jan 24, 2018 | customer experience, employee experience, leadership, profitability, value
Image courtesy of PixabayDoes your company put profits before people?I bring this up because I’ve seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales...
by Annette Franz | Jun 21, 2016 | continuous improvement, customer experience, cxjourney, lean management, value
Is your company a lean company? Should it be?The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand.So I set out to learn a bit more about it. I knew, conceptually, what...
