Annette Franz

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...

Should #CX Professionals Care About the Four Moments of Truth?

What are the Four Moments of Truth? And do they fit into experience design?Last year, I wrote about moments of truth, defining them as:...

Why Be a Great Place to Work?

Image courtesy of Unsplash How does your employee experience rate relative to other companies? Would your employees consider the company a great place to work?Why does...

Is Your Customer Experience the Stuff That Legends are Made Of?

Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?"I've been dealing with a...

Improve the Omnichannel Experience, Reduce Customer Effort

Image courtesy of norjam8 I originally wrote today's post for Intradiem. It was published on their blog on October 15, 2015. How would your customers rate...

How B2B Companies Become Customer Experience Leaders

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges?When I go to customer experience conferences, B2B companies are...

Customer Experience Herd Mentality and the Fear of Missing Out

Image courtesy of claustral I originally wrote today's post for Intradiem. It was published on their blog on September 17, 2015. Are you following the herd...

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