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...
Annette Franz
This is part two of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on part one of my conversation questioning why so many leaders still don’t get the importance...
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.”...
Annette Franz
How are you getting to the root cause of any issue you or your customers are having? What types of root cause analyses are you conducting? Are you even thinking about root cause analysis?...
Annette Franz
Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.
If company leadership wants to transform the culture of the...
Annette Franz
I was honored recently to be a guest on Innochat, a weekly Twitter chat that takes place every Thursday at noon Eastern time. The show is about innovation and covers a wide range of topics and...
Annette Franz
I recently came across the Japanese terms genchi genbutsu and gemba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices....
Annette Franz
A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally challenged...
Annette Franz
Ihave written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made...
Annette Franz
Do you know the 12 Laws of karma? And did you know they can be applied daily to your customer experience (CX) efforts? If not, no worries, just read on. I’ll define them for you and tie them...
