Content by Annette Franz
Actions Really Do Speak Louder Than WordsDon’t tell me. Show me.
Wed, 01/22/2014 - 12:51
It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite saying, both with regards to customer experience and to life in general.
I’ve used this quote recently with my kids, and it's an… What Is the Third Rail of Customer Experience?Experts weigh in on taboo beliefs and behaviors
Mon, 01/13/2014 - 09:50
For those of you who have never heard the phrase “The third rail,” here are a couple of definitions to get you started. The Urban Dictionary defines it as: “A dangerous area of discussion, a point at which the mere mention of a subject results in… What Trumps a Great Customer Experience?The ‘how’ explains the ‘what’
Mon, 12/16/2013 - 11:57
A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled “A Great Customer Experience Trumps....” At the end I posed the question: “What trumps a great customer experience? Only one thing. Can you guess?”
I’m going to answer… A Customer Experience CarolChange your future now
Sun, 12/08/2013 - 13:42
I love all of the holiday classics (stories and movies), especially those that make us pause for a moment to reflect not only on who we are but also on who we want to become. This holds true both for us as individuals and for companies or brands.… ‘Sucking Less’ Is Not a Customer Experience StrategyIn this day and age, is there any viable excuse for not focusing on the customer experience?
Mon, 11/25/2013 - 17:45
I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few stats on—and trends affecting—customer experience.
My lead topic was about this statistic from… The Problem With Inside-Out ThinkingDoing business backwards
Thu, 11/07/2013 - 10:25
In March 2013, the Transportation Security Administration (TSA) announced it was changing some of its carry-on restrictions; in addition to certain types of knives, TSA decided to allow passengers to bring golf clubs, hockey sticks, and plastic… Half the Money You Spend on Customer Experience Is WastedHow to measure the value of your efforts
Thu, 09/24/2015 - 11:39
Half the money you spend on customer experience is wasted. Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience. Hold tight. It's not quite as crazy as it sounds.
I came across… So, You've Got Executive Commitment...Are your executives on board with improving the customer experience?
Tue, 10/13/2015 - 13:13
When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this, “A lack of executive buy-in and commitment.”
By the way, “buy-in” isn't enough; it's commitment that you really need. Buy-in…
