Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations.
Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.
Your boss, alone, has the power to grant you a back-stage pass to the private executive afterparty — or banish you to a wasteland of ravenous soul-eating spreadsheets.
Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong.
As Customer Experience (CX) leaders, we’re continually in the spotlight to prove the value of CX. This starts with the CX business case.
Intrapreneurs are curious, passionate, and creative people who lead positive change inside the companies where they work. Through their “grassroots” initiatives, they build support in the lower levels of an organization and create change from the bottom up.
“You see that?!” She spat the words, jabbing her finger towards the wall behind me. “That’s the kind of relationship I USED to have with your company.”
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.
Remember that shiver down your spine the first time you got game-changing Voice of Customer (VOC) feedback? If you’re like me, you couldn’t wait to spring into action and make improvements. And then you hit roadblocks.
Have you ever been instructed to “put your customer hat on?” That’s bad advice.
