Annette Franz

7 Pillars of a Strong Culture

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking."Culture...

CX Complacency and the Lack of a Burning Platform

Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with...

Preparing Employees to Deliver a Great Customer Experience

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the...

Complacency or Innovation: You Decide

Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business?It happens!It's a broad question, but if you...

Break Down #CX Barriers with Storytelling

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey?The art of storytelling is an important one in the customer experience...

6 Bonus Myths of Journey Mapping

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come!Last week, I wrote about...

Where Do Your Employees Fall in Order of Importance?

Image courtesy of Pixabay Does your company put employees first? or customer first?I suppose that there's one more possibility - neither.Sadly, that's the case for...

CX Journey™ Musings: The Problem with Journey Maps

Image courtesy of Pixabay There's a problem with journey maps?Well, not with the maps themselves but with how people talk about them.I love attending webinars...

Do You and Your Customers Speak the Same Language?

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016.Do you train your employees to...

Shift Happens – or Does It?

Image courtesy of Pixabay You can't just "do CX." There's more to it than that!Have you been tasked with improving the customer experience in your...

Employee Engagement: A Confluence of Passion and Purpose

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?I recently saw a note from a reporter with...

Don’t Underestimate the Power of a CX Vision

Image courtesy of Pixabay Do you have a customer experience vision?One of the 7 Deadly Sins of Customer Experience is "lack of CX vision and...

What Motivates Employees?

Image courtesy of Pixabay What motivates you to go to work every morning?What drives you to do good work every day? What motivates you to...

CX Journey™ Musings: No #CX Budget? No Problem!

Image courtesy of Tax Credits No customer experience budget? No problem!As a follow-on to my post earlier this week about companies having no budget for...

The Definition of #CX Insanity

Know the definition of customer experience insanity?It was Albert Einstein who said: the definition of insanity is doing something over and over again and...

Customer Relationships and Moments That Matter

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers?I was recently sent a copy of KPMG Nunwood's report titled...

An Ambitious First 90 Days for a #CXO

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX?Yesterday, I...

7 Steps to Get Executive Commitment for Your #CX Transformation

Image courtesy of hkricharusf You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right?I've written...

Understand The Current State of Your Customer Experience – Without Hiring a Consultant

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered...

Two Major Flaws of Your Customer Listening Efforts

I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.Are you...

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