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).
Watch Out for That Tree!
When happens to the business when we get distracted? I can tell you, as I'm writing this post at 3:28am on Sunday morning when I...
Who Are We Doing This For?
Earlier this week, over the course of just four hours, I had two separate client conversations that had me scratching my head and asking:...
Hey, Laaaaady!
What is a touchpoint? And why am I asking that now? Well, you know by now that I tend to have a story or a...
Walk in Your Customers’ Frankenshoes!
The most important component of customer experience management is understanding the experience from the customer's point of view. What does that have to do with...
How Can You Turn Ordinary Customer Service to Extraordinary?
There are a lot of great books out right now about customer experience management and customer service principles. I've read many and have mentioned...
Is Your Leadership Style More Like a Cat or a Dog?
There are cat people, and there are dog people. But when you think about your leadership style, are you more like a cat or...
Is it a Cartwheel or a Tumble?
I'm putting my customer hat on today to share my initial thoughts on a new tool from Target called Cartwheel. Have you tried it...
Employee Engagement Strategy? Nay! Leadership Strategy!
Let's just put this out there again: Employee Engagement is not a strategy. I just read somewhere that it is ... which tells me that...
Here’s What Trumps Strategy and Culture
A couple months ago, I tweeted a post written by Maz Iqbal about strategy and culture and was asked a few days later by...
The Problem with Inside-Out Thinking
I originally wrote today's post as a guest post for I Want It Now on March 18, 2013. TSA recently announced that it was changing...
#CXPA13 Day One Live Blog: Carol Buehrens, ICW Group, Customer Journey Mapping
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado. The next session...
#CXPA13 Day One Live Blog: Joe Wheeler, The Service Profit Chain Institute
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado. The next session...
#CXPA13 Day One Live Blog: Mary Lee, AAA Northern California, Nevada, and Utah.
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado. The final session...
#CXPA13 Day One Live Blog: Keynote Tom Feeney, CEO, Safelite AutoGlass
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado. Our first keynote...
Customer Experience Lessons from Mom
In honor of Mother's Day this weekend, I thought this was a fitting time to share some customer experience lessons from Mom. It's been...
The Longest and Hardest 9 Inches in Employee Engagement
Image courtesy of 9 INCH Marketing I love the concept behind Stan Phelps' 9 INCH Marketing; the name refers to the average distance between the...
Jeff Bezos Gets Customer Experience – But What About Employee Experience?
Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of...
The Only CEO Who Matters
Sam Walton once said, "There is one boss. The customer. And he can fire everybody in the company from the chairman on down, simply...
Good Old-Fashioned Customer Service
My latest was originally published as a guest post on CustomerCEO.com on January 16, 2013. It's presented here with a few updates. Remember the good...
Jeff Bezos is a CX Dream Come True!
Last week, I wrote about Union Bank and their "Do Right" campaign. I love the campaign, but I was left with questions as to...