What does a real customer-centric culture look like that’s built to win?
Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then use that understanding to intentionally design better experiences for them.
Too often, companies believe they know what’s best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction.
During this podcast episode, you’ll hear Stacy Sherman and Annette Franz, Founder and CEO of CX Journey Inc. explore customer-centric businesses, examine the ways they implement strategies, and provide actionable advice for you to outperform competitors.
- What does “putting the customer in “customer experience” mean?
- Actionable tips and key principles from her newest book “Build to Win”
- Views on linking customer experience metrics to employee bonuses.
- Effective tactics to really understand customers.
- Advice to those who don’t know where to start in journey mapping & the game-changer of doing it right.
- Annettes views on CX trends during the up & down economic times
- Best leadership advice received.
- A fun fact people may not know about Annette, before entering the CX field
- Advice to her younger 20-year-old self based on what she knows now and says to her two boys.
Customer experience success does not occur overnight or automatically but rather happens when individuals and teams intentionally put customers first and do so consistently.
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About Annette Franz ~Building a winning customer-centric culture
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 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, and helping clients in a variety of industries. She has also worked on client-side customer experience strategies 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). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, which dives into the ten foundational principles of a customer-centric culture, will be published by Advantage|ForbesBooks in Q1 2022. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.