Content By Annette Franz

Annette Franz’s picture

By: Annette Franz

In the past, I’ve written about some of the myths of journey mapping. One of those myths is: Without a digital mapping platform, I can’t even begin to map. Let me explain my position.

Annette Franz’s picture

By: Annette Franz

I still love to hold and read physical books (as opposed to audible or Kindle). I don’t know how many books I added to my library this year, but it was a lot. I thought I’d share some good ones that I’d recommend you add to your reading list for 2019.

These books are not customer experience books per se, but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let’s dive in.

Annette Franz’s picture

By: Annette Franz

I’ve written previously about 11 myths and mistakes about journey mapping, but I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool.

Annette Franz’s picture

By: Annette Franz

Traditionally, managers have relied on the annual performance review to provide employees with feedback. However, surveys indicate employees don’t find the process valuable. Simply meeting once a year to discuss their progress doesn’t give employees a thorough sense of their own performance. It also doesn’t give them many opportunities to offer valuable feedback to their supervisors.

Annette Franz’s picture

By: Annette Franz

Is there a link between corporate culture and the bottom line? In a nutshell, yes. Corporate culture is linked to so many business decisions and business outcomes, you might be surprised.

Today’s article is a follow-on to, “A Fish Rots From the Head Down,” in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.

Annette Franz’s picture

By: Annette Franz

‘Imagine for a second that you’re a human.... ” Yikes! Now there’s a crazy statement to make during a customer experience design session. However, more companies need to start thinking this way.

Annette Franz’s picture

By: Annette Franz

I had another column in the hopper, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now—and often—as I work with my clients. The article? “Beyond Nice,” which you can find in Conscious Company magazine’s spring 2018 issue.

Annette Franz’s picture

By: Annette Franz

Do you feel like you’re not making the progress in your customer experience (CX) transformation efforts that you thought or hoped you would by now?

You started years (not months—it’s a journey) ago, but you don't think your organization has evolved.

What’s the reason for that?

I’ve seen several posts lately about CX being all talk and no action—that it’s a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

Annette Franz’s picture

By: Annette Franz

Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?

Annette Franz’s picture

By: Annette Franz

When you think of the phrase “inside-out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.