Annette Franz
A few weeks ago, I wrote about Seth Godin’s concept of Finding Your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics:...
Annette Franz
Simon Sinek popularized the concept of finding your why, which he defines as the purpose, cause, or belief that drives you. He states that the concept is “grounded in the tenets of the biology...
Annette Franz
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “...
Annette Franz
In 2019, I wrote about a marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right.
In that post, I wrote: “So,...
Annette Franz
I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he...
Annette Franz
Over the years, I’ve written a lot of posts about change and change management. In an article I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the...
Annette Franz
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and...
Annette Franz
There’s a little bit of irony in the title of this article. Why do we have to make sure the customer—and employee—experience is crisis-ready? Well, as John Kennedy said, “The time to repair the roof...
Annette Franz
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether employees believe in their companies’ core values. I shared...
Annette Franz
Being a customer experience (CX) professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a...
