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Annette Franz

About Annette Franz

Through her blog, CX Journey (http://www.cx-journey.com/), Annette Franz shares her passion for helping companies understand the importance of the employee experience and its role in delivering an exceptional customer experience, as well as how to transform their cultures to ensure the customer is at the center of every conversation. She is a Certified Customer Experience Professional (CCXP), is CEM Certified, and is a local networking lead for the Customer Experience Professionals Association (CXPA). She was recently recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and has been recognized by several organizations as a top influencer in Customer Experience.

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System, which comprises Toyota's management philosophy and best practices. While they are management principles/concepts, they apply not only to the employee experience but also to the customer experience. Let's look at some background and definitions first. [...]

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too. According to Gallup: Engaged employees are involved in, enthusiastic about, and committed to their [...]

By |February 23rd, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which [...]

By |January 25th, 2016|Best Practices / Metrics, Customer Experience, Featured|

Linking Customer Experience and Partner Success

Continuing on from last month's post about partners and their importance to your ecosystem... you need to make sure you help your partners be successful. When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. [...]

By |December 17th, 2015|Customer Experience|

Partners are Part of the Omnichannel Equation

Are you considering all of your channels when you think about the omnichannel experience? In last month's post, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write next about a channel that you may not think about when you’re making the transition and the [...]

By |November 18th, 2015|Customer Experience, Innovation|

Improve the Omnichannel Experience, Reduce Customer Effort

Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. Measuring customer effort is probably one of the best ways to understand if you're delivering a great customer experience; effort is a key driver of satisfaction and of the overall experience, [...]

By |October 15th, 2015|Customer Experience, Innovation|

What Does Herd Mentality Have to Do with Your Customer Experience Strategy?

Are you following the herd or defining your own path to success? In business and in life, there's this crazy notion of the herd mentality. What is it? According to Wikipedia: herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items. This isn't [...]

By |September 17th, 2015|Corporate Culture, Innovation, Workforce Infrastructure|

Use Customer Voice to Pull Your Company Out of an Innovation Rut

How do you drive innovation within your organization? Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going. (And then act on [...]

By |August 20th, 2015|Customer Experience, Innovation|

Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience metrics and management initiatives. The parable, titled "Mark the Boat for a Dropped Sword," goes like this: There was a man crossing a river on a boat. When the boat reached the middle of [...]

By |July 16th, 2015|Best Practices / Metrics, Customer Experience|

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and employee empowerment. This month, I'm going to tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question. According [...]

By |June 18th, 2015|Corporate Culture, Training / Coaching|