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).
Connected Customers, Data, and Journeys
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across…
Which Customer Satisfaction Metrics Should You Use? Consider These Seven.
I originally wrote today’s post for Medallia. It appeared on their site on April 28, 2022. Metrics are always a hot topic among customer experience…
Mapping Your Customers’ Support Experience
I originally wrote this post for Wix Answers. It appeared on their site on February 21, 2022. I mentioned in my last post that customer…
Journey Mapping Your Way to Support Operations Success
I originally wrote this post for Wix Answers. It appeared on their site on February 3, 2022. Customer service is not only an important part…
Successfully Continuing Remote/Hybrid Work in the Contact Center
I originally wrote today’s post for Wix Answers. It appeared on their site on August 3, 2021. In March and April of 2020, when the…
Improving the Employee Experience to Improve the Customer Experience
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience…
How Can You Kickstart Your Customer Experience Program?
I originally wrote today’s post for Zendesk. It appeared on their site on March 7, 2022. If you’re not yet focusing on the customer experience…
Linking Employee Engagement and Performance
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees,…
Does Your Team Have a Customer Service Mindset?
I originally wrote today’s blog for Zendesk. It appeared on their site on November 29, 2021. Customer service is a vital part of not only…
The Bottleneck is Always at the Top of the Bottle
I originally wrote this post for Shep Hyken’s site. It appeared on his blog on March 21, 2022. Have you heard the saying, “A fish…
Driving Value for Employees and for the Business through Recognition Programs
I originally wrote today’s post for Stella Connect. It appeared on their site on November 16, 2021. It would be an understatement if I said…
Values Create Value
I originally wrote today’s post for Bill Quiseng’s blog. It was posted on his site on March, 15, 2022. As I was writing my...
Honda Shogo: How Co-Creation Leads to Innovative Solutions
When I think of Honda, I think of the Helpful Honda commercials and the Random Acts of Helpfulness. I’m sure Honda is OK with me…
Employees, Culture, and the Great Resignation
Heard enough about the Great Resignation? Well, sadly, this has been a long time coming, and at this point, we should continue talking about it.…
It’s Easier to Change People Than to Change People
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key…
CX Journey™ Musings: The Challenges of Customer Listening
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of…
Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer…
Got Customer Insights? Are You Using Them?
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came…
Is It Possible To Put Empathy Into Action? And At Scale?
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy…
A Strategy Doesn’t Implement Itself
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you…