Annette Franz
You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
Annette Franz
There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I shared my six-step...
Annette Franz
I have been doing a bit of speaking lately, either about journey mapping or with journey mapping as part of the talk, and I’ve learned a lot, or rather, confirmed a lot. Namely, you might think you’...
Annette Franz
Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be...
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.
You...
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...
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...
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...
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...
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....
