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...
by Annette Franz | Mar 3, 2015 | acquisition, advertising, customer experience, customer retention, marketing, value, voice of customer
Image courtesy of PixabayI have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities?I recently wrote some posts...
by Annette Franz | Jan 29, 2015 | customer experience, marketing, price, value
Have you ever wondered why customers say they buy your products based on price – and then, in the end, they also stop buying because of price?What’s that phenomenon all about?In a nutshell, the answer lies in the value received (a) for the price paid and...
by Annette Franz | Apr 29, 2014 | communication, customer experience, customer loyalty, marketing, value
Image courtesy of PixabayDo you only communicate with customers when you want something?It’s primary election season here in the States, and I was just reminded of California’s impending primary election when I got our election booklet in the mail last...
by Annette Franz | Nov 19, 2013 | buy-in, customer experience, executives, value
Image courtesy of toolstopIn this day and age, is there any viable excuse for not focusing on the customer experience? I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few...
