Annette Franz
In the world of customer experience, what’s the difference between outside-in and inside-out?
Inside-out thinking means your focus is on processes, systems, tools, and products that are designed...
Annette Franz
Do you think that the speed of innovation is too fast for your customers? Or just right? Do you know how your customers feel about the pace?
I was reading about the 2015 Edelman Trust Barometer...
Annette Franz
One of the arguments against journey mapping I often hear is that it’s an exercise in futility. You map. You put it on the wall. Nothing changes. To that I answer, “You’re doing it all wrong.”
You...
Annette Franz
How do we ensure that everyone in the organization is on the same page when it comes to customer experience?
I’m thinking about a quote I stumbled upon the other day from Edmund Wilson: “No two...
Annette Franz
You’ve no doubt heard (or can recall) Hans Christian Andersen’s story, “The Ugly Duckling.” If not, here’s a quick refresher: It’s about a baby swan who suffers abuse from his barnyard...
Annette Franz
A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping, and solutions that drive or affect workforce...
Annette Franz
In November 2014, I participated in the Hooked On Customers Summit, a webinar series hosted by Bob Thompson of CustomerThink. I joined Thompson, along with Jeanne Bliss, in the first webinar, “...
Annette Franz
I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your...
Annette Franz
Have you ever wondered why customers say they buy your products based on price—and then in the end, they also stop buying because of price?
What’s that phenomenon all about?
In a nutshell, the...
Annette Franz
I kicked off 2015 in a big way. Isn’t that what a new year is all about? Every year is a new year to get it right—on a personal or professional level and on an organizational improvement level, i.e...
