Annette Franz

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...

Weology: We Comes Before Me – Part 2

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto.I left off on...

Weology: We Comes Before Me – Part 1

Image courtesy of Peter Aceto Does your company practice Weology?Weology.What is it? If you guessed that it sounds like "the study of we," you're pretty...

Break Down Barriers to a Great Customer Experience

Image courtesy of real ramona Is your organization suffering from silo-itis?If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your...

Using Your Employees’ Voices to Transform the Customer Experience

Image courtesy of elinor_dear I originally wrote today's post for TandemSeven. It appeared on their blog on January 7, 2016.Fact: Without your employees, you have...

Why is Employee Retention Such a Challenge?

Image courtesy of d.emily13 I originally wrote today's post for Intradiem. It was published on their blog on February 23, 2016.The phrase "employee retention" sends...

Ask Better Questions to Unlock Creative Solutions

Image courtesy of terryhadalittlelamb What on Earth is catalytic questioning?My only exposure to the word "catalytic" was as a kid, when my dad (who used...

Customer Experience Fuels Innovation

Image courtesy of Skley How does customer experience fuel innovation?I was honored to be a guest on #innochat on Thursday, July 21. Innochat is a...

Lean Leadership: Go and See for Yourself

Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since...

Making Useless Nails vs. Achieving Your Desired Outcome

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts?I've got a lot of questions about the metric(s)...

Are Your Customers Emotionally Unavailable?

Image courtesy of GawdZilla Are you customers emotional about your brand? your products?... or are they emotionally unavailable?Emotion is the big buzzword in customer experience...

Work with Your Partners for Customer Experience Success

Image courtesy of geralt/pixabay I originally wrote today's post for Intradiem. It was published on their blog on December 17, 2015.How do you ensure that...

#CX Improvements and The Streetlight Effect

Image courtesy of _Dadita_ Do your customer experience improvement efforts suffer from the Streetlight Effect?Have you heard the story about the drunk who is asked...

The 12 Laws of Karma That Will Change Your #CX

Image courtesy of Hoodie Dog Do you know the 12 Laws of Karma? And did you know they can be applied daily to your customer...

New Posts