Annette Franz

8 Important Questions to Answer to Start Down the Path of Customer-Centricity

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 t...

The “New” Purpose of a Business

It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but man...

Linking Behaviors to Core Values

I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U....

Deliver New Value to Your Customers with Future-State Journey Mapping

Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t sta...

5 Key Building Blocks of a Winning Customer Experience Strategy

I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019. The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on boa...

Surveys: Don’t Believe Everything You Read

Being a CX professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Over the weekend, Seth...

10 Ways to Socialize Customer Insights

With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer perso...

Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018. In this follow-up to my article last month titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation effor...

One More Journey Mapping Mistake

Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One ...

Is Your Own Management Stalling Your Customer Experience Transformation?

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the firs...

The Secret Sauce to Achieve Outcomes with Journey Mapping

In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping).A few months ago, I sh...

Has Your #CX Transformation Stalled?

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a cu...

On Becoming People-Centric

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experienc...

Leaders Need to Show, Not Just Say

Image courtesy of Pixabay How do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed...

Focus on the People and the Numbers Will Come

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for ...

You Aren’t Journey Mapping

I hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're j...

Prioritizing Your #CX Improvement Initiatives

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've ident...

10 More All-Too-Common VoC Program Mistakes – Part 2

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close loo...

10 All-Too-Common VoC Program Mistakes – Part 1

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a com...

Customer Understanding: The Cornerstone of Customer-Centricity

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 customer-centr...

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