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).
Listen to Learn, Listen to Earn
Designing a VoC program can be daunting. Where do you begin?If you're new to designing and implementing a VoC program, you're probably scratching your...
Is Your Customer Experience a Self-Fulfilling Prophecy?
How does the Pygmalion Effect apply to customer experience?First of all, what is the Pygmalion Effect? According to Wikipedia, it is...... the phenomenon whereby...
What’s the Difference: Journey Map or Lifecycle Map?
Image courtesy of Unsplash Today's post is inspired by a couple of different conversations that happened over the past week or so. What's the difference between...
Are Your Customers Persona Non Grata?
I originally wrote today's post for Intradiem. It was published on their blog on May 19, 2014.Have you thought about this question: "In your...
Reputation Management or Customer Experience Management?
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both?With sites like Yelp, TravelAdvisor, Angie's List, and...
Do Your CX Improvements Rob Peter to Pay Paul?
When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided?I recently...
Trust Isn’t About Keeping Score
How is low trust impacting your organization? Your business results?I've written about trust at least a dozen times in the past. In response to...
6 Tools to Create a Clear Line of Sight to Customers
I originally wrote today's post for InsideCXM, where it was published on April 2, 2014. I have modified the post slightly since then. Do your...
Listen with the Right Intent
Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your...
8 Steps for Customer Experience Change Management
How well are your change management efforts going?I recently came across Dr. Kotter's 8-Step Process for Leading Change. The steps come from his 1996...
What Role Does Intuition Play in Customer Experience?
I originally wrote this post as a two-part series for InsideCXM in February 2014.A couple months ago, I wrote a post called The 15...
That’s How We Do Things Around Here
How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?When a...
All This Aggravation Ain’t Satisfactionin’ Me
A little less conversation and a little more action makes Elvis - and your customers - happy campers.Yup, Elvis! He's my latest inspiration. Actually,...
You Know What Happens When You Assume
Are you setting expectations - and delivering on them?I recently ate an interesting orange that inspired me to write this post. It was a...
Why is Customer Experience a Journey?
Have you ever wondered why the customer experience is a journey, not a destination?The best journeys answer questions that, in the beginning, you didn't...
Surveys Don’t Sell!
Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools?It's a scary and...
Your Most Important #CX Training Tool
I originally wrote today's post for Intradiem. It appeared on their blog on April 14, 2014. Can you name one of the most powerful...
How to Lose a Customer in 10 Days
Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make...
Do You Guarantee Your Customer Experience?
Should companies offer guarantees for their products and services? Or is the better question, why don't they? I saw a commercial the other day where...
Is Your Customer Experience Suffering from Short-Sightedness?
I originally wrote today's post for The DiJulius Group; it was posted on their blog on May 15, 2014.Is your company short-sighted when it...