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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).

Air Travel Is No Fun Anymore (as if it ever was!)

When you're mapping out your customer touchpoints, don't forget that if your customers interact through your partners to purchase your products or services, those...

Employees Can Be Raving Fans, Too!

On Tuesday, I wrote about cult brands from the customer perspective. Today, my focus is on a view from the inside, from the employee...

Is Yours a Cult Brand?

I read an article yesterday on Business Insider about 16 Brands That Have Fanatical Cult Followings. I love this concept because, ultimately, I think...

Building a Customer-Centric Culture

Becky Carroll presented to a small group of Customer Experience executives in San Diego last week; her presentation focused on creating loyalty through a...

How Consistent Is Your MultiChannel/Partner Experience?

Gone are the days of griping about baggage fees. The airlines have provided us with some new things to gripe about to forget those...

What’s Your Customer Effort (Score)?

There's been a lot of discussion or debate about Customer Effort Score (a metric developed by the Corporate Executive Board's Customer Contact Council), especially...

Would You Hire Your Customers?

Recruiting Message from Pier 1 Continuing down the path I've been on lately about employees and their importance to the customer experience and to the...

Is Yours a Culture of Employee Ownership?

I'm continuing to tackle the need for organizations to focus on employees and the employee experience because, as you know by now, they are...

Who Knows Your Brand Promise?

Back in March, I wrote a piece on change and on how I believed CEOs aren't interested in change. Last week, I wrote about...

CEOs, Put Your Money Where Your Mouth Is

"Put your money where your mouth is." Do you remember that tagline from a toothpaste commercial many years ago? Or am I dating myself?...

Achieving Brand Integrity

For the last couple of years, I've been fully engaged in the top social media platforms (Twitter, LinkedIn, Facebook, Google+), but recently I added...

How Do You Test on Forgettability?

Several months ago, I wrote about Delivering the Ultimate Customer Experience. I noted that three of the traits of the ultimate experience are that...

We Shall Never Deny a Guest…

There's a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is...

Changing the World, One Thank You at a Time

With a background in a software industry that tends to focus more heavily on VOC than on VOE, I have been searching lately for...

Breaking Up is Hard to Do

Did you know... when customers cancel their subscriptions or their memberships, it's not the end of your relationship with them? Clearly, it's not a...

Are Gratuities an Expectation for Service Delivered?

Last week, Sarah Simon tweeted the story shown in the image to the left. The story is about a waitress who received both...

Employee Engagement is Not a Mandate

I read an article last week about forcing the issue of employee engagement, as if someone could force that upon an employee. I'm not...

Design the Experience from the Customer Viewpoint

I'm going to ask you a really tough question about customer experience design. It's a challenging one, and some of you might get it...

Employee Passion Drives Results

I've been recording episodes of Undercover Boss, and over the weekend I was able to catch up on a few of them. I won't...

It’s Time to Focus on Employee Experience

If we're going to make a dent in this thing called "customer experience," we really need to start with, and focus on, the employees...

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