Podcasts about cx journey inc

Understanding the broader customer journey and the impact of customer feedback can make all the difference in sales. Annette Franz, founder and CEO of CX Journey Inc., is a thought leader in customer experience, empowering organizations to embrace a customer-centric approach. In this episode, Annette shares the transformational power of customer feedback, the significance of values alignment, and the pivotal role sales teams play in delivering exceptional customer experiences. Annette and host Will Milano explore the critical elements of customer-centric organizations, the impact of employee experience on customer satisfaction, and the need for sales teams to prioritize value-driven solutions. Listen in as she shares steps on how to grasp the voice of the customer effectively, and shares strategies to enhance your sales performance. In this episode, you'll learn: 1. The importance of shifting focus from just selling to building strong customer relationships and delivering exceptional customer experiences. When you prioritize these aspects, you'll see better sales results and sustainable success. 2. Valuable insights from customer feedback, especially from lost deals. By consistently gathering and transparently sharing this feedback within your sales organization, you can uncover missed opportunities for improvement and growth. 3. Understand the value you provide to customers beyond just price competitiveness. By focusing on solving problems for customers, you can drive satisfaction, referrals, and repeat business, ultimately leading to a better sales strategy. Resources: Annette's LinkedIn: https://www.linkedin.com/in/annette-franz/ Annette's X: https://twitter.com/annettefranz Learn more about Annette: https://annettefranz.com/ Get her book here: https://annettefranz.com/books/ Jump into the conversation: [01:30] From owning the customer relationship to being a part of the customer journey [07:15] Building strong customer relationships [18:30] Value and value-based selling [25:10] Importance of loss analysis, customer understanding, and solving problems for customers [37:20] Integration of values into hiring and decision-making processes [43:55] Employee retention, talent recruitment, and organizational outcomes [51:10] Customer centricity [1:04:25] Customer needs, driving satisfaction, and generating referrals and repeat business

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders' priorities in 2024.Drawing on decades of experience and conversations with CX executives at some of the world's top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International. Additional resources:Everest Group survey results: Enterprise readiness for generative AI adoption in customer experience management Visit our website to learn more about TELUS International.

Episode 92 Revisited as The #1 Shared & Discussed of 2023   Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Timestamps: 05:29: Defining Customer-Centric Culture 09:01: Customer Experience vs. Employee Experience 12:59: Building a Customer-Centric Organization: Foundational Elements 19:30: The Importance of Customer Understanding 22:10: Free Assessment for Assessing Customer-Centric Culture   Annette's Contact Information: Website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/ Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information:  Website and Social Media Links: www.taceyatkinson.com   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

In this episode, Sean sits down with Annette Franz, founder and CEO of CX Journey Inc (https://cx-journey.com/). They dive into why Annette started CX Journey and her +30 years of CX experience. They go deeper into her thoughts on customer expansion and retention. Annette gives some great insights on journey orchestration and how marketers can leverage this. Her tone gives off a jovial, astute knowledge on creating great customer experiences. Annette gets deep on why loves routines, her 90s bodybuilding days, any why/how she gets out of the office to recharge. More About Annette. https://www.linkedin.com/in/annette-franz/

To meet the ever-increasing expectations of customers and thrive in this competitive market, organizations face the challenge of delivering exceptional experiences. To capture and retain loyal customers, organizations need to become customer-centric. Listen to the episode to learn the steps companies can take to adopt this customer-focused approach and what mistakes to avoid during this transition. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Annette Franz, Founder, and CEO, CX Journey Inc.

In this episode we spoke with Annette Franz, best selling author and Founder and CEO of CX Journey Inc. Annette shares how brands can create cutting edge customer experiences that drive sustainable and profitable growth for their business. During our chat, Annette also shares how business leaders can transform their existing company culture and rebuild it in every way around the needs of their customers (while putting employees first).

Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy."   Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Annette's Contact Information: website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/   Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

This week's episode features a "from the vault" discussion with Annette Franz.Annette's the founder and CEO of CX Journey Inc., a customer experience strategy consulting firm that helps clients ensure that the customer is at the center of all they do.As a seasoned Customer Experience veteran with over 30 years of experience, Annette's held CX leadership roles at some of the top brands in the country including J.D. Power, Fidelity, and Mattel. And her latest book was just released this month! Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.While lots of experts talk about the value of customer-centric experiences, there aren't enough lessons out there on how to build a customer-centric culture in your organization and how to ensure that the customer is fully ingrained into your organization's DNA. And that's just what Annette focuses on in Built to Win, and we take a deep-dive discussion into those lessons.Some of the topics we discuss include:The difference between being customer-focused and being customer-centric and the value of a customer-centric cultureThe barriers to creating a customer-centric cultureThe value of defining both behaviors and anti-behaviors that tie to your organization's valuesWhy your employees should come “more first” [that's not a typo!]How to ensure your customer experience thinking is outside-in vs inside-outHow to apply the Platinum Rule to your customer experienceRESOURCES FROM THIS EPISODEAnnette's siteAnnette on LinkedInAnnette's book - Built to Win: Designing a Customer-Centric Culture That Drives Value For Your BusinessAnnette's book - Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) 

Annette Franz, CEO at CX Journey Inc., joins us to bring out the key pillars of best CX. Bringing culture and employee experience into perspective, Annette highlights how customer understanding opens new doors for organizations.

What does the employee experience have to do with the customer experience? Everything. In this episode, Annette Franz reveals how focusing on the employee experience is one of the most effective ways to improve the customer experience. The founder and CEO of CX Journey Inc. has spent the last 30 years helping organizations build customer-centric cultures based around people. She explains how to ensure employees have the resources they need to best serve customers, as well as why CX measurements like NPS are not the most reliable way to gauge success.

Annette Franz is today's guest on the Cyber Security Matters podcast, hosted by Dominic Vogel and Christian Redshaw. Annette Franz, CCXP is the founder and CEO of CX Journey Inc. Having started her career in the customer experience profession at J.D. Power and Associates in 1992, she has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. CX Journey Inc. is a customer experience strategy consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy that will drive your organization's culture transformation efforts and ensure that the customer is at the center of all you do.  In this episode, we will discuss: -The definition of “customer experience” and what it should mean for your organization -How customer experience is different than customer service  -How the customer experience differs depending on your business model  -How your employee's experience impacts your customer experience  Want to connect with Annette? Here are a couple of ways that you can do exactly that: -LinkedIn: @annettefranz -Website: www.cx-journey.com #cybersec #technology #business ep134

About Annette Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017 leading consulting services for the major voice of the customer (VOC) platforms, helping clients in a variety of industries develop and execute their customer experience strategies. She has also worked on client-side customer experience strategy for Mattel, Fidelity Investments, and Compellon. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) and of Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which dives into the ten foundational principles of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP), an official member of the Forbes Coaches Council, and a startup advisor. Connect with Annette https://annettefranz.com/ https://twitter.com/annettefranz https://www.linkedin.com/in/annette-franz/ https://www.instagram.com/annettefranz/ https://www.youtube.com/channel/UCWxwf-Z0h_eWZHwDDFsLyag

https://www.amazon.com/Built-Win-Designing-Customer-Centric-Business-ebook/dp/B09S4QB52V https://cx-journey.com/ Annette Franz, CCXP is founder and CEO of CX Journey Inc. Having started her career in this customer experience profession at J.D. Power and Associates in 1992, she's got 30 years of experience (both client side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. She wrote the book on customer understanding! She's the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). You can buy it on Amazon in paperback or Kindle formats! Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), is available at Amazon, Books A Million!, Target, Barnes & Noble, and more outlets worldwide. Find out more about Annette and her books on her new site, annettefranz.com. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience.

Customer-centricity needs to be company-wide for it to truly impact your customers. But how can you instill these values in everyone? Annette Franz, Founder and CEO of CX Journey Inc, gives her playbook for developing a customer-centric culture at your organization. Her new book, Built to Win, dives deep into this topic and is out now.

How Winning Organizations are Built Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. They discuss why customer-centricity needs to be understood and lived by the whole organization. Top Takeaways:   Annette Franz shares the 10 key defining foundational principles that ensure customer-centricity from her latest book: 1. Culture is the foundation. Culture is core values plus behaviors. It needs to be deliberately designed to be customer-centric. 2. Leadership commitment and alignment are critical to success. Customer centricity cannot just be one department or one person. It needs to be organization-wide. 3. Employee experience: employees must be put more first. When employees are happy and engaged, they will be more productive. 4. People come before products. Put the people first and take the time to understand who they are, their needs, pain, and what they are trying to do. Understanding our customers is how we can develop products for them instead of finding customers for our products. 5. People come before profits. Profits and shareholder value are outcomes. Great customer experiences are how we make sure that we get to those outcomes. 6. People come before metrics. If you focus on numbers and metrics, you do things differently than when you focus on improving the experience, which will ultimately move those numbers. 7. Customer understanding is the cornerstone. The voice of the customer is the cornerstone to every discussion, decision, and design of a customer-centric culture. 8. Governance bridges organizational gaps. Governance has two parts to it- the structure and the operating model. The structure is all of the committees that we have to get the organization working together to benefit the customer. The operating model is the people, the tools, the data, and the processes. 9. Outside-in thinking and doing vs. inside-out thinking and doing are core. Thinking outside-in is bringing the customer's voice into everything we do. 10. The Platinum Rule® rules. We're all familiar with The Golden Rule, which is to treat others the way you want to be treated. Franz shares an important lesson from Dr. Tony Alessandra's concept he calls The Platinum Rule, which is to treat others the way they want to be treated. Quote:    "A customer-centric culture is a collaborative culture. It's all about bringing the organization together to make sure that the customer has a better experience."   About:   Annette Franz, CCXP, founder and CEO of CX Journey Inc., is an internationally recognized customer experience thought leader, coach, and keynote speaker. She is the author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her latest book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, is now available.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Annette Franz, CCXP, founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates in 1992 and spent much of the next 25 years before founding CX Journey Inc. in 2017. Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business). Her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business dives into the ten foundational principles of a customer-centric culture. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience. Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)" --- Send in a voice message: https://anchor.fm/marcbernstein/message

Ah, Journey mapping. We've been hearing about it since ye olden days of the 1980's. So, why are so many FIs still struggling to do it effectively? This week on CRMNEXT's Banking on Experience, Annette Franz- Founder & CEO of CX Journey Inc., Author, and the queen of journey mapping herself- joins us to lend her royal expertise. What's covered?A controversial question: What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, “When people talk about NPS as the holy grail, it just makes my skin crawl.” But, that's a conversation for another day. ;)Some of the challenges Annette believes people have when it comes to building journeys, in general. Yep, it's hard to know where to begin with this one, and our guest says as much. But she points out some of the biggies. (Spoiler: Knowing why you're doing it, making sure you are actually doing it, a central focus on customer and budget each make a big appearance here.)A high-level framework of where people in FIs can start. - Annette shares her 6-step process (which you can also read about in her book, “Customer Understanding: Three ways to put the ‘Customer' in Customer Experience”) and- trust us- you'll want to take notes.Discussion around the necessity to collaborate in all functions of the business, in order to find success with journey mapping. Why journey mapping is so important for employee happiness as well. Annette shares some specific examples of this, but- even better- she has a book in the works (for 2021) ALL about employees. So, stay tuned on that!How journey maps and the process of journey mapping has changed during the pandemic, in our expert's experience. How to contact Annette: o Via her website: cx-journey.com o Via LinkedIn o Via Twitter (@annettefranz) o Via Email: annette@cx-journey.com Happy mapping, one and all! You can find this interview, and many more, by subscribing to Banking on Experience Podcast on iTunes. Or find us on SoundCloud, Spotify, Stitcher, Spreaker, Buzzsprout and more.

Annette Franz is the Founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. Listen in to learn more about: Delivering a great customer experience and meeting the obvious expectations, while knowing how to handle situations where things might not go as planned The difference between customer experience and customer service Thinking ahead for all different “what if’s”, and having a game plan in place for long-term customer satisfaction Mapping a customers feedback, doing something with the feedback you receive, and addressing those various pain points Connect with Annette via cx-journey.com, or on LinkedIn! Purchase book on Amazon: Customer Understanding Apartments on the Go is a 360 approach to everything Apartments! We interview some of the biggest stars in all industries, bringing insight to trends, best practices, and actions you can take away from each episode. https://apartmentsonthego.com/

Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have completed your Journey Map. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick #customerexperience #customerservice #cxofmradio #cxconvos #podcast #podcasthost #podcastshow #podcastlife #cxpa #socap #cxaccelerator #icmi

In this episode, I chatted with Annette Franz, CEO, and Co-founder of CX-Journey Inc. Topic: Customer Experience Challenges during COVID19Every organization is struggling with delivering the best experience for their customers during this pandemic. Annette shared her perspective on how organizations can still deliver a good experience to their customers by focusing on them effectively. Discussion Topics How organizations can make CX their key differentiator now? Annette's advice to organizations for delivering an optimal CX The role of employee engagement and morale on CX during tough times like these Specific use cases of Digital Transformation on CX And more. For more such episodes, follow The Thrifty Marketer Podcast at https://bit.ly/2EN15cJFor SMB Marketing tips, visit https://bit.ly/3hHaj8V Hosted on Acast. See acast.com/privacy for more information.

Effective customer communications in financial services and billing and payments have always been based on understanding people's needs, and COVID-19 has only highlighted the importance of having the right relationship model. Guests: Becky Summers, Leader of Marketing Solutions, Raddon, a Fiserv Company; Annette Franz, CEO, CX Journey Inc.See omnystudio.com/listener for privacy information.

In this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc. She is an expert in this area and has a wealth of experience in applying it. Oftentimes people don’t know where to start journey mapping or they think they are doing it when in reality they aren’t at all. Annette talks through the steps she typically goes through, what journey mapping really is, how to do it effectively and how to use it. Sometimes it needs revisiting every so often and we discuss this as well.Annette’s Background 1:07What is Journey Mapping 2:55How to Do it Right 6:12What to do WITH a Journey Map 14:46 Revisiting Journey Map 17:49“A lot of companies... try to just identify things in the current state map... but they don’t get at the root of the problem, which is something internally.” 12:39

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. https://open.spotify.com/episode/6FRy6BPK1jIKADIOBWiCNg Blog link: https://blog.engati.com/ | Subscribe now. Annette Franz, Founder and CEO of CX Journey Inc. talks about Customer Understanding on Engati CX. She says technology is not experienced, its about emotion, interaction therefore we cannot throw tech to solve people's problems - it has to be a facilitator. If you like the video, please subscribe to the channel, so we could keep producing more content like this! Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ https://www.engati.com/blog/facebook-messenger-chatbot #AnneteFranz #EmpathizingWithCustomers #EngatiCX

Annette has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader. She mentors other professionals in this field to help them advance their careers and is a speaker and an avid writer. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@Rutgers.Learn More: https://cx-journey.com/Influential Influencers with Mike Saundershttp://businessinnovatorsradio.com/influential-entrepreneurs-with-mike-saunders/

Annette has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader. She mentors other professionals in this field to help them advance their careers and is a speaker and an avid writer. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@Rutgers.Learn More: https://cx-journey.com/Influential Influencers with Mike Saundershttp://businessinnovatorsradio.com/influential-entrepreneurs-with-mike-saunders/

Annette has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader. She mentors other professionals in this field to help them advance their careers and is a speaker and an avid writer. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@Rutgers.Learn More: https://cx-journey.com/Influential Influencers with Mike Saundershttp://businessinnovatorsradio.com/influential-entrepreneurs-with-mike-saunders/

Annette has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader. She mentors other professionals in this field to help them advance their careers and is a speaker and an avid writer. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. And, finally, she is an Advisory Board Member for CX@Rutgers.Learn More: https://cx-journey.com/Influential Influencers with Mike Saundershttp://businessinnovatorsradio.com/influential-entrepreneurs-with-mike-saunders/

You can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it's about, what we can learn from it and her views on the current state of customer experience.

Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz:Customer understanding is a cornerstone of a customer-centric culture. You must understand who your customers are, the experience they’re having, the problems they face, their goals, and how your business helps them achieve their goals.Communication is crucial in the customer experience. You must communicate openly and honestly with your customers, especially if you need to make changes and decisions that will affect their experience.Everything that affects the customer experience is related to the employee experience. Use the same tools to measure and map the employee experience as you do for the customer experience. Employees, after all, are “internal” customers, and what happens on the inside of an organization will be felt on the outside by external customers.It’s important to eliminate friction for both customers and employees. Be wary of making decisions that will eliminate friction only for customers, while creating more difficulties for employees. That friction, though not direct, will eventually be felt by the customers, too.Happy employees result in happy customers. If you treat your employees well, they, in turn, will treat your customers well. The result is a win-win for your business.Without customers, you have no business. But in order to have happy, loyal customers, you must treat your employees well. At the end of the day, your business focus should really be on the people that drive your business—both customers and employees alike. Quote: “Out of a great employee experience comes employee engagement, productivity, and quality. This translates to a great experience for customers.” - Annette Franz About: Annette Franz, CCXP, is founder and CEO of CX Journey Inc., as well as an internationally recognized CX thought leader, coach, speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. Her website is cx-journey.com. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Featuring in this episode is the CEO and Founder of CX Journey Inc. and a member of Forbes Coaches Council - Annette Franz! She is one of the leading voices in Customer Journey mapping. Annette's simple and real world examples in the podcast will help you learn about how to develop customer journey maps and how to use it to improve customer experience for your brand. Did you know that customer journey map is both a tool and process? Listen in to learn about all this and more. Learn more about Customer Guru at www.customerguru.in Looking for a customer feedback management solution? Check out omoto.io

Annette Franz is founder and CEO (Chief Experience Officer) of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience.  In this episode, Annette gets into foundations of great customer experience strategy, key customer experience analytics and more.

Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you.

Annette Franz is founder and CEO of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, we can design a better experience for all constituents. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as an executive officer on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also on Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix Follow Annette Franz on LinkedIn: https://www.linkedin.com/in/annettefranz/ Follow Annette Franz on Twitter: @annettefranz Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary

How does a customer experience your brand? Do they leave an interaction feeling enlightened and empowered? Or do they leave feeling disconnected and disenfranchised? Understanding consumers' personas and journeys is critical because at the end of the day, brands need to truly connect. Because if you don't, you're likely losing customers and employees for life. Any business with customers needs to focus on the journey experience and work to constantly improve it. But customer-centricity needs to be built into the culture of the organization from the start. If you're not always considering your customers' next step in the sales process (even after they've purchased) and retaining them, then you need a champion for your customer experiences. Your business leaders and employees should be asking, "How do I make sure that everything we do incorporates the customer and their thinking?" And, don't think that the customer journey ends after a purchase. A customer journey map analyzes all the interactions the customer has with a brand, including emotions, feelings and perceptions throughout every step of the sales process and beyond. Ultimately, you should connect your brand story to your customers' stories to elevate, empower, and enlighten them, and hopefully retain them for life. Designing customer journeys demonstrates that your business understands what your stakeholders are all about. Annette Franz is the queen of customer journey mapping. She is the CEO of CX Journey Inc, a boutique customer experience consulting firm. And on this week's episode, she will help you frame and design your experiences to provide better journeys for your customers and employees. Become a Master Storyteller Grab your free copy of The 5 Stages of Grief in Telling YOUR Business Story: http://bit.ly/StorytellingTools Like what you hear? Bring Park to your next event.

Annette Franz is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Her passion lies in teaching companies about customer experience and helping them understand the importance of the employee experience to a great customer experience. She has 25 years of experience in the CX space and has been recognized as one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and by several other organizations as a top influencer in Customer Experience.