Content By Annette Franz

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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.

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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.

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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.

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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?

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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.

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By: Annette Franz

There’s a problem with journey maps? Well, not with the maps themselves but with how people talk about them.

I love attending webinars and reading articles about journey mapping because I’m always curious about how others talk about them, what their approaches are, and what outcomes they’ve achieved.

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By: Annette Franz

I recently saw an article with an image that included a quote from Antonio Banderas: “Expectation is the mother of all frustration.”

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By: Annette Franz

What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day?

What motivates your staff? Do you even know? Have they ever shared with you what their motivators are? Have you ever asked them?

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By: Annette Franz

In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year. The topic of my session was “The Seven Deadly Sins of Customer Experience.” Given the topic of today’s post, I seem to be on a bit of a spiritual customer-experience journey.

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By: Annette Franz

How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?