Annette Franz
Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).
7 Best Practices to Build a Customer Experience Strategy at Scale
I wrote today’s post for Nextiva; it covers an important topic: how to scale your customer experience strategy and includes how you can implement...
Find Products For Customers, Not Customers For Products
Seth Godin said, “Don’t find customers for your products, find products for your customers.” I’m a huge fan of this quote and have used it...
Are Customers Telling Brands About Their Experiences?
Earlier this week, Marketing Charts shared the results of a study conducted by Qualtrics XM Institute that looked at whether or not customers shared...
Best Practices for Showing Quick Wins
One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest...
When You Don’t Live Your Corporate Values…
Over the last few months, as I’ve followed the most-recent issues that Boeing has had with its planes, I’ve wondered how things could have...
Problems That CEOs Want Marketing To Solve
There’s this interesting phenomenon that Bain uncovered, the delivery gap, which I dubbed the CX Perception Gap several years ago: 80% of executives believe...
What Exactly Is Customer Experience?
Years ago, I wrote a post titled, What Exactly is Employee Experience?. I know I’ve written tons about customer experience, and I’ve included my...
Activating Your Employees for Better Business Outcomes
If you’ve never attended Medallia’s annual Experience conference, you need to plan to attend next year. Last week, I spent a few days in...
CEOs Say Employee Engagement and Retention Are Top Priorities
Employee experience. Employee engagement. Employee retention. Candidate experience. I’ve written many times about those topics in the past. Your employees should be your top...
Customer-Centricity: Bringing The Organization Together
I’ve written about the benefits of a customer-centric culture. They are plentiful! One of the benefits that should be added to that article is...
Doubling Down on Customer-Centricity
I originally wrote today’s post for CX Network. It appeared on their site on October 17, 2023. I have seen many articles that refer to...
9 Steps to Do Customer Journey Management Right
I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during...
24 Things You Can Do To Get Your Business On The Right Track For 2024
As we launch into a new year, it’s a great time to think about what needs to get done in the next 364 days...
Synthetic Customer or Personas – Which One Should You Use?
Over the years, I’ve written a lot about customer understanding. Even wrote a book on it. In those writings, I’ve said that there are...
Here’s How to Get the Investment You Need for Your Feedback Programs
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still...
Data Is At The Heart of a Great Experience
I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and...
Fixing a Toxic Culture
“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of...
Optimize the Experience with Negative Personas
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering...
Human-In-The-Loop (HITL): What #CX Leaders Should Know
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last...
Voice of the Customer: The Foundation of a Connected Experience
When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then…