Annette Franz

Five More (of Ten) Foundational Principles of a Customer-Centric Organization

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to ac...

Five (of Ten) Foundational Principles of a Customer-Centric Organization

Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it...

Customer Success Trends & Predictions: An Interview With Dickey Singh

[unable to retrieve full-text content]In this article, Annette Franz reviews five Customer Success trends and predictions posed by Deloitte and asks Cast.app CEO, Dickey Singh, to weigh in with his thoughts on what he’s seeing relative to each trend or...

11 Things You Can Do to Ensure Your Journey Maps Are Actionable

I originally wrote today’s post for CMSWire. It appeared on their site on August 18, 2022. Journey mapping is one of the most powerful tools to help you understand the current customer experience and to design a new experience. But I always like to ...

Employee Listening Is a Must For a Great Employee Experience

I originally wrote today’s post for CMSWire. It appeared on their Reworked site on August 10, 2022. In July 2022, it was reported that Glassdoor had been ordered by a United States court to provide to Zuru, a toymaker in New Zealand, identifying inf...

What’s Driving Your Employees Away – And How To Fix The Root Cause

I originally wrote today’s post for CMSWire. It appeared on their site on July 21, 2022. Probably one of the hottest topics in the business world today is the Great Resignation (Reshuffle, Reset, Renegotiation, Rethink, Reimagination, etc.). I love ...

Values-Based Decision Making

I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors. Designing a culture is deliberate and purposeful. To ensure that “customer-driven” and “customer-centric” b...

Culture: What’s the Board’s Role?

I originally wrote today’s post for CMSWire. It appeared on their site on June 21, 2022. Culture is such an important part of your business. It really is the foundation. It’s best defined as core values + behaviors, and it’s often referred to as how...

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 various channels and touchpoints. You must know their preferences and expect...

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 professionals – and among others in their organizations who love to track them, namely executives. Th...

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 service is not only an important part of the customer experience but also of the success of a business. Get…

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 of the customer experience but also of the success of a business. Get it wrong and a lot of other…

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 pandemic hit hard and businesses were forced to close their doors and send employees home, the impact on contact cente...

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 drives the customer experience. Without employees to build the products, sell the products, service the produ...

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 with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gea...

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, in general; the original post focused on customer service agents. As you know, when the pandemi...

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 customer experience but also the success of a business. It doesn’t matter through which channel customers a...

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 rots from the head down?” It means that the problem starts at the top, with your leadership team. Guess what?…

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 that 2021 was a challenging year when it comes to employees – remote work, returning to the office, finding j...

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 latest book, Built to Win, I wanted to be sure to incorporate the notion that it’s important to design a...

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