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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).

America’s Most Trustworthy Companies

Trust in business is an important concept. I've written about it a few times in the past, so imagine my curiosity when Forbes published...

Putting Employees More First

Today's post was originally published on January 29, 2013, on Employee Happiness Tips Tricks & Tools, a site where you can find state-of-the-art real-life...

The 12 Essentials of the Customer Experience

As some of you may know if you've perused my site (or just clicked on the SoCal CXPA tab above), I am a team...

What CEOs Can Learn from Andrew Mason’s Resignation Letter

There's been a lot of talk and press about Andrew Mason leaving (OK, getting fired from) Groupon. I didn't pay much attention to it...

How Do You Treat Your Referrals?

How do you treat customers that came in through referrals? There's all this talk about word of mouth, referrals, recommendations, promoters ... to-may-toes, to-mah-toes. But...

Taking Care of Business

I often write about customer experiences gone wrong - because it's so easy and happens so often - but when things go right, I...

Two Wrongs Don’t Make it Right

Several people have asked me for my thoughts on the big airline news last week, the merger of American Airlines and USAirways. You know...

The Super Bowl, Advertising, and the Customer Experience

Did you watch the Super Bowl for the game? Or did you watch for the commercials? What did you think of the commercials? Robert Stephens...

How Social is Your Customer Service?

A couple weeks ago, the team at Software Advice published the results of The Great Social Customer Service Race. On the heels of my...

Lipstick, Lip Service, or Lips Sealed – American Responds Again

If you've been following my blog the last week or so, you'll know that I wrote a post about the American Airlines rebrand last...

American Airlines Responds – Sorta

After a Twitter exchange with, and an email from, American Airlines, I still feel like their rebranding, er, modernization, is lipstick on a pig. I...

The Modernization of American Airlines – Really?

Late last week, with much fanfare, American Airlines introduced the results of its rebranding efforts: a new logo, a new paint job, and some...

A Different Look at a Brand Story

Once a upon... ... there was a story about your brand. Have you heard it? I was talking to a friend the other day about...

CEM Toolbox: Root Cause Analysis

A new series that I'm startinig for 2013, in addition to continuing my "Customer Experience Lessons from..." series, is "CEM Toolbox." I'll try to...

Upside Down – A Culture of Curiosity

Does your company have a culture of curiosity? If not, it should. Over the holidays, I took my boys on a couple of science "field...

Customer Experience Lessons from Bodybuilding

Have you made your 2013 New Year's resolutions? Did they include any health and fitness goals for the year? In honor of that...

Customer Experience Lessons from the Fiscal Cliff

Yes. I had to step in this one! Time to share some customer experience learnings from the Fiscal Cliff. Ironically, there are a lot...

Today’s VOC Program Challenges

As we wrap up 2012 and think about how we're going to do things better or differently in 2013, I thought I'd summarize some...

Customer Experience Lessons from The Voice

The third season of the hit series The Voice just ended this week, and I've been sitting on a blog post for my "Customer...

Customer Experience Lessons from the ABCs of Life

There are a lot of general life lessons (I called them common sense in a previous post) that can be applied to the...

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