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).
Look Back to Look Forward
It's that time of the year again... Pundits are making their predictions about customer experience, marketing, and more: what's the next big thing coming in...
Knowing is Half the #CX Battle
I originally wrote today's post for Intradiem. It appeared on their blog on August 21, 2014.If knowing is half the battle, what's the other...
We Don’t Need No Stinkin’ Change Management
I originally wrote today's post for Intradiem. It appeared on their blog on July 17, 2014.What is your company's approach to change management?In a...
Engage Your Audience with a Story
Are you telling stories to engage your audience?Over the weekend, I took my kids and my parents to the California Science Center in Los...
The Secret to Customer Retention
I originally wrote today's post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I'll...
Closing the Loop on CX Improvements
Do you close the loop with your customers?One of the most important best practices of any world-class VoC initiative is to close the loop...
First or Last Impression – Which One is Lasting?
Which is most important: the first impression or the last impression?As you think about the customer experience, which impression is most impactful, the first...
Is Self-Service Good for Your Business?
Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business?I wrote about technology and the customer...
What the Hell is Customer Experience?
How ingrained is the customer and his perspective in your company's DNA?I recently came across an article/speech by the late David Foster Wallace; it...
Are You Putting Marbles in a Bowl?
Are you listening to act - or are you just putting marbles in a bowl?Probably the most important component of listening to the voice...
Customer Experience: Art or Science?
I originally wrote today's post for InsideCXM. It appeared on their site on August 12, 2014. Do you think there's a little art and a...
18 Reasons to Map Customer Journeys
Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox?I've...
Do We Care About Brands?
Do customers really care about brands?A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a...
Why Customers Do What They Do
I originally wrote today's blog for MindTouch; it appeared on their blog on June 2, 2014.Have you heard about Aristotle's seven causes of human...
Are You Flying by the Seat of Your #CX Pants?
Do you have a governance structure in place for your customer experience efforts?A solid foundation for any customer experience management effort must include a...
Beware of the #CX Inflection Point
I originally wrote today's post for Intradiem. It appeared on their blog on June 19, 2014. What is the customer experience inflection point?There comes a...
Getting Employee Buy-In for Your #CX Transformation
Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts?A couple weeks ago, I hosted...
Are You Beating a Dead Snake?
I originally wrote today's post for EQ List on August 10, 2014.I recently wrote a post called Time to Kill a Customer Experience Snake,...
Metrics to Map Your Customer Experience Success
What are your customer experience success metrics? And how do they differ from your VoC metrics?Last Tuesday, we celebrated the second annual CX Day,...
Linking CX Strategy to Corporate Strategy & Brand Values
How do you link your customer experience strategy with your corporate strategy?As many of you know, earlier this week we celebrated the second annual...