Content By Annette Franz

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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.

Annette Franz’s picture

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?

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By: Annette Franz

Have you adopted a decision-making process that works well for you? If you have, I’d love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision?

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By: Annette Franz

Do you know what it takes to stay ahead of the competition? Is that one of your business goals? Recently I was interviewed by someone for an article she was writing, and one of the questions was about competition and the best ways to research the competition. Other questions on the topic revolved around how businesses can stay relevant, and how they can set themselves apart in oversaturated industries. (I’ll share the link once the article is published.)

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By: Annette Franz

Annette Franz’s picture

By: Annette Franz

Weology. What is it? If you guessed that it sounds like “the study of we,” you’re pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: “Me... we.” Three unique letters rearranged into two powerful little words.