by Annette Franz | Sep 6, 2023 | culture, customer understanding, customer-centric, customer-centric culture, leadership, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on June 7, 2023. In my last article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization, including: Lack...
by Annette Franz | Jul 12, 2023 | culture, culture change, customer-centric, customer-centric culture, leadership, transformation, Uncategorized
I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy from – a company...
by Annette Franz | Jun 14, 2023 | culture, customer experience, customer focus, customer-centric, customer-centric culture
Today’s article includes an excerpt from my latest book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks) along with some additional thoughts on the topic. *** Did you know that customer-focused and...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
by Annette Franz | Nov 9, 2022 | core values, culture, customer-centric, customer-centric culture, employee experience, leadership, people-centric, product design, Uncategorized
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it...
