Annette Franz

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...

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 making that connection. So, it stuck with me – and I’ve been meaning to write about this since I saw…

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. Non-stop. You’ve heard me say this before. I’ve been talking about the importance of employees to the b...

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 and critical parts of this change management effort is to ensure we have executive commitment for the work that ...

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 these three, probably the one that is used most often – or the one that most c...

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 than that because it’s an important concept to understand and to execute on if you want t...

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 across my desk, and I took a run through what they uncovered. The following three topics were touted...

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 In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman an...

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 incorporate action planning into your follow-up work? What is Action Planning? Action plannin...

Employee Understanding for a Better Employee Experience

In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without employees, who’s going to build the products, sell the products, service the products...

Do Leaders Make the Employee Experience – Customer Experience Connection?

Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? To answer that question, I’ll just say, “No.” Well, not all of them, anyways. I’ve been in plenty of...

The State of the CX Professional in 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,2...

CX in 2022: Employee Experience is the Biggest Hurdle, and Getting Leadership Commitment...

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations.  These change...

The Marketer’s Dilemma: Acquisition vs. Retention

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel...

CX Journey™ Musings: Culture Isn’t About Control

I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is ...

UX Metrics: Who, What, When, Where, and Why?

I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX...

Using User Research to Design Better Products and Services

I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer exp...

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