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...
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...
