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).
Do You Know Who Your Customers Are?
Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing...
CEM Toolbox: Taking Action
What's the next step? How do we put everything we've heard and learned to good use?This is the last post for my CEM Toolbox...
CEM Toolbox: Employee Experience
Have you considered that employees are a tool in your CEM Toolbox?Continuing my CEM Toolbox series, which follows my CX Framework and builds out...
Why is Great Service Hard to Find?
If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"Last week, I wrote about...
CEM Toolbox: Making Sense of Your Data
How do we take all the data we have and make some sense of it?Continuing my CEM Toolbox series, today I'm sharing some tools...
Why Bother Giving Great Service?
What's it all about? Why is it so important to give great service?Can you believe this is a question that some people still ask?...
CEM Toolbox: Defining Your Customer Experience
I originally wrote today's post for Delight's blog on May 9, 2013.In my previous post, I talked about the tools that you’ll need to...
CEM Toolbox: Setting the Stage for a VOC Strategy
I originally wrote today's post for Delight's blog on April 29, 2013.I started a CEM Toolbox series a year ago and only dabbled in...
Why Are Fire Engines Red?
Do you know why fire engines are red?When I was a kid, my siblings, cousins, and I used to have fun tripping up on...
Perception is Nine-Tenths of the Law
Did you know that perception is nine-tenths of the law?I know. I know. The saying goes, "Possession is nine-tenths of the law." I like...
Tools to Deliver an Amazing Customer Experience
Do you know what Amazement is?A couple months ago, Shep Hyken sent me his latest book, Amaze Every Customer Every Time: 52 Tools for...
Talk to Your Customers!
Are you listening to your customers and really, really hearing what they're telling you? Don't think that's important? Then be sure to read all the...
Journeys, Not Touchpoints
I named this blog CX Journey™ for a reason - to convey that the the customer experience is just that, a journey.What does that...
Do You Have a 12th Man Advantage?
Does your company have a 12th man advantage?On the heels of Super Bowl XLVIII, I think we're all now familiar with the term "12th...
An interview with Denise Lee Yohn, author of WHAT GREAT BRANDS DO
Do you know what great brands do?I first met Denise Lee Yohn in person when she spoke at the inaugural CXPA SoCal Local Networking...
Transparency Leads to Well-Informed Participation
Does your company operate with a culture of transparency? How transparent are your executives with employees, customers, shareholders?There's a quote on Wikipedia that reads:...
15 Competencies for Delivering Effective Social Customer Service
Have you been looking for an instruction manual that guides you through the trials and tribulations of implementing a social customer service strategy?Look no...
Actions Really Do Speak Louder Than Words
I originally wrote this post for Shep Hyken's blog on December 13, 2013. I've made some updates to the original.It was Mark Twain who...
B2B Customer Experience Management Best Practices
If you work for a B2B company, is customer experience still an important focus? Yes, without a doubt! That question should never cross your lips!...
Your Customer Experience is Only as Strong as the Weakest Link
Where are you on your customer experience (CX) journey? Well down the path? Just starting? Dreaming of the days when "customer experience" will become...