by Annette Franz | Jan 6, 2021 | change, change management, culture, culture change, customer-centric culture, Uncategorized
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Well, guess what? This year (and, quite frankly,...
by Annette Franz | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
by Annette Franz | Sep 30, 2020 | culture, customer experience, customer-centric, customer-centric culture, employee experience, Uncategorized
I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020. Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the...
by Annette Franz | Feb 5, 2020 | culture, customer experience, customer-centric culture, employee experience, ROI, Uncategorized
I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019. What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at...
by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
