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).
Customer Service or Lip Service?
In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?How many times have you...
Transforming the Customer Experience with Big Data
I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.What is big data? and how is it used...
With Great Power Comes Great Responsibility
Who has the responsibility?Voltaire said it first: With great power comes great responsibility. Others prefer a more-recent attribution, citing Peter Parker's Uncle Ben in...
Time to Kill a Customer Experience Snake
Snakes! Why did it have to be snakes?! I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark....
Do Customers Need a Safety Net?
Do you have a safety net in place for your customers? Or can they unintentionally hurt themselves?I had an interaction with my bank recently...
Do Customers Know What They Need?
Do customers know what they want or need? Let's start with some definitions. According to Google, want means to have a desire to possess...
What Is the Purpose of a Business?
What is the purpose of a business? Not sure? Consider this.In Peter Drucker's The Daily Drucker, which contains 366 daily insights (excerpts from his...
Circle the Wagons and Shoot Inward
Does this describe your company's culture?One of the funniest phrases I've ever heard - and I first heard this one about 20 years ago...
Does “Employees More First” Disparage Customers?
What does "employees more first" really mean?A while back, I wrote a post called Putting Employees More First. It's based on the well-publicized quote...
Does It Pay to Listen to the Voice of the Customer?
That's probably a silly question, but I don't feel bad reminding anyone of the answer!Last month, I took a little bit of a different...
#CX Inspiration from Maya Angelou
How much do you love Maya Angelou's stories, poems, and quotes?It was a sad day yesterday when the world lost Maya Angelou. I've quoted...
19 Signs Customers Are Just Not That Into You
Have you ever wondered, where did all the customers go?Gosh, let's hope not! But stick with me here. Do you constantly scratch your head...
It’s Time for Your Annual #CX Spring Cleaning
It's already May. Have you done any customer experience spring cleaning in your company?Ah, spring... a time of new beginnings, a time for spring...
A Culture of Distrust
What does a culture of distrust look like?I've written a lot about trust in my blog over the last several years, much of it...
What’s the Cost of Listening to Customers?
Someone asked me recently about the percentage of revenue that customer-focused companies spend on their VOC initiatives. Although they wanted some guidance on what...
Employee Empowerment
Are your employees empowered to do what's right for your customers?I know some people think "employee empowerment" is an over-used phrase. I think there's...
CEM Toolbox: Empathy, Journey Mapping, and the Platinum Rule
Got empathy?There's been a lot of talk this year about empathy and the customer experience; Bruce Temkin even advocates for making 2014 the Year...
What Have You Done for Me Lately?
Do you only communicate with customers when you want something?It's primary election season here in the States, and I was just reminded of California's...
You’ve Achieved #CX Greatness. What’s Next?
Can customer experience leaders fall from grace? How can they maintain their greatness?Last fall, Sarah Hines wrote a blog post that posed the question:...
Fail to Plan, Plan to Fail
What is an analysis plan? And why do you need one?In response to my CEM Toolbox: Making Sense of Your Data post, I was...