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).
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...
Customer Experience Lessons from Elf on the Shelf
Do you have an Elf on the Shelf? If not, do you know the story behind the Elf? You'll be surprised to learn that...
Listening to Customers & Employees During Times of Change
Has your company been acquired, merged with another company, ousted its executive team, or just been wading through changes that executives are trying to...
How Convenient are Your Customer Conveniences?
Have you taken a look at some of the conveniences that you offer your customers to see if they really are as convenient as...
Customer Experience Lessons from Zig Ziglar
Zig Ziglar, as you know, passed away last week. He wrote many books and received a ton of accolades for his work as a...
Define Your Employee-Centric Culture
A lot is written about how to build a customer-centric culture, but I'd like to focus on an employee-centric culture in this post. And...
Inside Out – A Culture of Transparency
I've blogged about trust several times in the past. In those posts, I attributed things like integrity, consistency, honesty, and predictability to trust and...
Are You Ready for Black Friday?
Are you ready for Black Friday? Well, I guess it's a little late if you're not! And that's the point of this post. Why do...
What Do Great Brands Do?
Have you ever wondered, "What makes a great brand? What do these companies do differently? What will it take for my company to be...
Customer Experience Lessons from a Girl’s Best Friend
I know a little bit about diamonds. Like, they would look pretty on my finger, around my neck, or dangling from my ears! After...
The Three-Legged Stool of Customer-Centricity
How would you answer this question that was posed to me about a blog post I wrote recently? I've been sharing a lot of...
Getting Your Voice Heard: An Interview with CEO of Nevahold
The last time you had a product or service issue, did you tweet the company about the issue, get no response, and wish you...
Customer Experience Lessons from the Presidential Debates
The latest in my series of "Customer Experience Lessons from... " posts is about the presidential debates. What can we learn from the debates,...
Customer Experience Lessons from Peripheral Sparring
What on earth can something called "peripheral sparring" teach us about the customer experience? If you've followed this blog for a while, you know...
Deconstructing an Apology
I'm so excited! This is the 100th post that I've personally written for my site. (I've had a few guest posts sprinkled in between...
Customer Experience Lessons from the Space Jump
Have you been following the story about the incredible space jump that Felix Baumgartner is about to make? It was supposed to happen earlier...
Customer Experience Lessons from The Great Food Truck Race
Have you ever watched The Great Food Truck Race, which is a food truck competition hosted by Tyler Florence on Food Network? If not,...
Now THAT’S Customer Service!
In honor of Customer Service Week, today's blog post is about a great (customer service) experience that I had this week. I often write...