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).
Employee Recognition Gone Wrong
"Time is running out to nominate a United employee for excellent service," said no one, ever. Oh, wait. Someone actually did say it! Click...
Do You Have Missed CX Opportunities?
Are there any products or services that will benefit your customers that you know your business should be offering? What are your missed opportunities,...
Customer Experience Lessons from Back to School
How do the first week of school and the school experience in general relate to the topic of customer experience? My kids started school a...
8 Habits of a Highly-Effective Customer-Focused Culture (Part 2 of 2)
Earlier this week, I wrote the first part of this two-part series that covers my take on Dr. Stephen Covey's 8 Habits and how...
8 Habits of a Highly-Effective Customer-Focused Culture (Part 1 of 2)
The passing of Stephen Covey in July was one of those moments that caused a lot of people to reflect on their lives and...
How Recruiting Impacts the Brand Experience
Are you searching for a job? If "Yes," do you ever feel like you just threw your resume in the ocean, into a sea...
Putting the Customer at the Center of Every Conversation
You know the drill: Put the customer at the center of every conversation and every decision made by your company. How many companies are...
When Does the Customer Experience Begin?
In your CX journey, have you given much thought to the customer lifecycle? When does it actually begin? Do you think the relationship between...
Innovate – Don’t Imitate
Does "chasing the competition" describe your approach to product, services, or customer experience design? Are you more focused on what your competitors are doing...
Customer Experience Lessons from Neil Armstrong
What can Neil Armstrong teach us about customer experience? I took some liberties with his most-popular quotes and applied them to our world. Having just...
Are We There Yet?
Nothing brings a nice, relaxing vacation to a screeching halt like a crappy return flight experience. Are we there yet? I recently wrote a blog...
Building the Button to Nowhere
Have you ever heard of the Bridge to Nowhere? I think most of us have; if you haven't, you will momentarily. I recently discovered the...
Planning for a Successful Customer Experience Journey
This post was originally published as a guest post on Jim Tincher's Heart of the Customer blog. I have updated it for this repost....
More Customer Experience Lessons from the Olympics
Can you handle one more post about the many lessons learned from the Olympics? Personally, I love it. I'm glad that so many people are...
The Greatest Customer Experience on Earth
Yes, the circus, of all places! I took my kids to see the Ringling Bros. and Barnum & Bailey Circus (aka The Greatest Show on...
20 Signs That It’s Time for a VOC Redesign
I recently met with a company that has been a client of ours for the last five or six years. During that time, there...
Continuous Improvements of Olympic Proportions
I've written previously about my kids' Taekwondo classes and have also shared the values instilled by their Master Instructor, including how they relate to...
Lewis and Clark and the Customer Experience Journey
"Lewis and Clark?" Yup. Sometimes I come across old notes or things that I've saved, and I get inspired by them all over again, especially...
Exit Interviews? Why Not Do Stay Interviews?
Here's an interesting thought: Why do companies conduct exit interviews when employees leave, but they don't conduct stay interviews to understand why employees stay? Think...
What’s Your Company’s POV?
I confess. I'm a Food Network junkie. It's my go-to channel. My comfort food, so to speak. Quite literally. One of the shows that I've...