by Annette Franz | Dec 9, 2011 | brand, customer experience, customer service, trust
Have you built a culture of trust within your organization? What does that entail? Trust is an important part of the customer experience equation. It is such a powerful quality to have and to hold. Think about this. For a unique and remarkable customer experience to...
by Annette Franz | Feb 15, 2023 | customer experience, customer understanding, entrepreneur, market research, startup, Uncategorized, voice of market
Having been in this profession for 30+ years now, I’m often asked to look at new products in the customer experience technology arena (trust me, it runs the gamut) to get my thoughts on the products (and, hopefully, to recommend them to my clients). I...
by Annette Franz | Feb 8, 2023 | culture, customer experience, empathy, empathy map, employee experience, metrics, Uncategorized
Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out. My focus was on deliberately designing a customer-centric culture, getting leaders...
by Annette Franz | Jan 18, 2023 | big data, customer expectations, customer understanding, data, journey map, journey mapping, service blueprint, Uncategorized
I am thrilled to share that I took on the role of hosting Concentrix Catalyst’s digital talk show series, Born Digital, which is pioneering new ways to connect through organic, human-centered, creative content. The show features experts from both Concentrix...
by Annette Franz | Oct 12, 2022 | culture, culture change, employee experience, leadership, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on July 21, 2022. Probably one of the hottest topics in the business world today is the Great Resignation (Reshuffle, Reset, Renegotiation, Rethink, Reimagination, etc.). I love it. I’ve been...
