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 Understanding for a Better Employee Experience
In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without…
Do Leaders Make the Employee Experience – Customer Experience Connection?
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? To answer that…
The State of the CX Professional in 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and…
CX in 2022: Employee Experience is the Biggest Hurdle, and Getting Leadership Commitment is Key
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the…
The Marketer’s Dilemma: Acquisition vs. Retention
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long…
CX Journey™ Musings: Culture Isn’t About Control
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of…
UX Metrics: Who, What, When, Where, and Why?
I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience…
Using User Research to Design Better Products and Services
I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience…
Focus on the Experience, and the Numbers Will Come – ALWAYS
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about –…
5 Things Everyone Gets Wrong About Customer Service
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Customer service is an important part of not only…
The Key to a Great Customer Experience is Collaboration
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to…
From Sales-Centric to Customer-Centric: Three Critical Steps
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over…
Evolving Your Customer Success Approach
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996, when…
CX Journey™ Musings: Values Create Value
Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that…
Change Management and the 20/60/20 Rule
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change…
Visionary Companies: One Part Vision, Many Parts Alignment
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I wrote: In business…
7 Ways to Keep the Customer Top of Mind
“How do you keep the customer top of mind when everybody is working remotely right now?” This was the question that Ben Motteram and I…
Building the Business Case: No Pain, No Gain
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to…
CX Journey™ Musings: Ride for the Brand
What is a brand? And what does it mean to ride for the brand? Having grown up on a farm, I know brands and branding…
CX Journey™ Musings: Consensus or Alignment?
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a…