Annette Franz
In your company is “customer focus” just a poster on the wall, or is it a way of doing business?
How many times have you walked into an establishment and been bombarded by posters or signs about...
Annette Franz
I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark. Recall that he absolutely hates snakes; they're not exactly my favorite creature, either. When I came...
Annette Franz
Have you ever wondered where all the customers have gone? Gosh, let’s hope not! But stick with me here. Is acquiring new customers becoming a challenge?
I thought I’d have a little fun—along with...
Annette Franz
That’s probably a silly question, but I don’t feel silly reminding anyone of the answer.
Last month, I took a different angle to this question and asked, “What’s the Cost of Listening to Customers...
Annette Franz
Someone asked me recently about the percentage of revenue that customer-focused companies spend on their voice of the customer (VOC) initiatives. Although they wanted some guidance on what to spend...
Annette Franz
Ihave been traveling a bit lately and, as a result, have had the chance to catch up on some long-overdue reading. The book I just finished is The Four Agreements (Amber-Allen Publishing, 2011...
Annette Franz
Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?
I did several workshops this week on personas and...
Annette Franz
Can you believe this is a question that some people still ask? I can’t. But at least it gives me an opportunity to help convey the message about delivering great service and, ultimately, a great...
Annette Franz
I named my blog CX Journey for a reason: to convey that the customer experience is just that, a journey.
What does that mean? It means that, although it’s important to look at the individual...
Annette Franz
It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite saying, both with regards to customer experience and to life in general.
I’ve...
