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).
All Customers Are Not Created Equal
On Tuesday, I took a look at the Apostle Model, which segments customers by their ratings to two survey questions: overall satisfaction and likelihood...
The Apostle Model
Many years ago (o gosh - many, many years ago), I started my career in this VOC space at J.D. Power and Associates. We...
Are Your Customer Relationships Built on Trust?
I've written previously about what a powerful quality trust is. Trust is an essential part of the relationship between a company and its customers...
Raising the Customer Experience Leaders of Tomorrow
What should we be teaching our kids today to make them the customer experience leaders and superstars of the future? I'll boil it down...
14 Communication Needs for Your VOC Initiative
Earlier this week, I wrote a blog about a key best practice in your VOC initiative: the need to clearly communicate your efforts, not...