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Developing A Customer-Centric Company - Annette Franz - Conversations That Matter - Episode #37
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Today’s guest is a customer experience connoisseur who is celebrating 30 years in the customer experience field. Annette Franz is the Founder and CEO of CX Journey. On this episode of Conversations That Matter, Annette joins the show to talk with Randy about her new CX book, share her thoughts on the difference between customer service and CX, and answer the question “how do I build a customer-centric culture?”
Takeaways:
- Customer service and customer experience are not the same. Customer experience is the sum of all the interactions a customer has with your brand.
- A good customer experience involves more than just the customer. A good employee experience adds to the success of the customer experience.
- When designing your customer experience, you need to be customer-centric. Ask yourself, “How will this impact them?” “How will this make them feel?” “What value is it going to deliver?”
- Culture is core values plus behaviors.
- Data is the heart of designing and delivering a good experience. You can’t build a product or service if you don’t know what your customers’ needs are.
- Before you can think about CX trends, you need to have the basics in place.
- While AI/Automation offers lots of uses for personalization, you need a pre-existing CX framework before you can take advantage of the technology.
Quote of the Show:
“Being customer-centric isn't just as easy as saying, hey, we're customer-centric.” - Annette Franz
Links:
- Twitter: https://twitter.com/annettefranz?s=20&t=aOLj5Mzl6Jg2dvRg3dOs8g
- LinkedIn: https://www.linkedin.com/in/annette-franz/
- Website: https://cx-journey.com/
- Customer Understanding: https://www.amazon.com/Customer-Understanding-Three-Experience-Business/dp/1686886810/ref=asc_df_1686886810/?tag=hyprod-20&linkCode=df0&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315&psc=1&tag=&ref=&adgrpid=78795692360&hvpone=&hvptwo=&hvadid=366338364634&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-817781085315
- Built To Win: https://www.amazon.com/Built-Win-Designing-Customer-Centric-Business/dp/1642253227/ref=asc_df_1642253227/?tag=hyprod-20&linkCode=df0&hvadid=564832755269&hvpos=&hvnetw=g&hvrand=13111057715617334321&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9002280&hvtargid=pla-1629212304445&psc=1
Ways to Tune In:
- Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
- Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
- Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M
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