by Annette Franz | Jul 11, 2017 | brand promise, customer-centric culture, CX vision, employee experience, guiding principles, leadership, purpose, values, vision
Image courtesy of PixabayDo you know the difference? There’s a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision...
by Annette Franz | Jun 27, 2017 | customer experience, CX strategy, CX vision, employee experience, vision
Image courtesy of PixabayDo you have a customer experience vision?One of the 7 Deadly Sins of Customer Experience is “lack of CX vision and strategy.” Have you created a customer experience vision for your organization? How will you know where you’re...
by Annette Franz | Apr 5, 2017 | brand promise, customer experience, employee experience, empower employees, executives, leadership, vision, voice of customer
I originally wrote today’s post for Clicktools. It was published on their blog on June 7, 2016. I’ve made slight modifications. Are you following the 10 Commandments of Customer Experience? Or is it time for a confession? In May 2016, I spoke at...
by Annette Franz | Oct 6, 2015 | commitment, customer experience, leadership, vision
Are your executives on board with your desire to improve the customer experience? When I’m asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitment. By the way,...
by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
by Annette Franz | May 28, 2013 | culture, leadership, purpose, strategy, vision
A couple months ago, I tweeted a post written by Maz Iqbal about strategy and culture and was asked a few days later by Trier Company to weigh in on the theme. In general, my thoughts align with Maz’s; I commented on his post as much, but I wanted to take a...
