by Annette Franz | Sep 11, 2019 | culture, customer experience, customer-centric, customer-centric culture, employee experience, leadership
Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make...
by Annette Franz | Apr 3, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, understanding
Image courtesy of Pixabay If you don’t know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you’ll achieve that. What is...
by Annette Franz | Mar 1, 2017 | culture, customer experience, customer-centric culture, employee experience, transformation
How do you know if the work you’re doing to transform your company’s culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the...
by Annette Franz | Dec 27, 2013 | culture, customer experience, customer experience journey, customer-centric culture, employee experience, leadership
I originally wrote today’s post on July 2, 2013, for Entrepreneurs Questions. When I think about customer-centric cultures, companies like Zappos, Southwest, and Ritz-Carlton come to mind. Herb Kelleher, former CEO of Southwest Airlines, knows a thing or two...
by Annette Franz | Nov 8, 2012 | customer experience, employee experience, purpose
How would you answer this question that was posed to me about a blog post I wrote recently? I’ve been sharing a lot of customer experience lessons from a variety of different events, people, and angles in my “Customer Experience Lessons from…”...
