Annette Franz

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...

Should You Feel Empathy or Sympathy? Or… ?

Do you know the difference between empathy and sympathy?And when to use one over the other? Have you been using the terms - and...

How Well Do You Know the Six Customer Experience Performance Domains?

Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot. This is a modified version of that post, which appeared on their blog on...

Top 10 #CX Challenges for 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year?Even though 2016 is already a third of the way over, I...

The Business Case for a Great Employee Experience

Have you put the spotlight on the employee experience at your company?I've written many times about the importance of the employee experience, both on...

At Some Point, You Have to Stop Listening

Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum?Are you surveying every customer at every interaction or transaction they have with...

How Partners Impact the Omnichannel Equation

Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. It was published on their blog on November 18, 2015.  Are you considering all...

Knowledge Without Understanding is Useless

Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means?Knowledge without understanding is...

Is It Time to Create a Hassle Map?

Image courtesy of Phillie Casablanca How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do...

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