Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). Jim: So Annette, let’s start.

Customer Journey Map 141

Customer Journey Map CX Customer Experience 141

CX Accelerator

NOVEMBER 11, 2022

Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz. After authoring , The CX Primer , Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations. Back To CX Accelerator Blog

CX 307

CX Customer Journey Map CX Transformation Government 307

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it. Nowadays, most people search for information online. We all have stories to tell – the good, the bad and the ugly.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Shep Hyken

APRIL 18, 2022

The answer is to measure success in the right places, and the author offers up four in particular. My Comment: This is an interesting article from the retail world where the author claims that in the midst of 7.5% by Annette Franz. (CX Customer Understanding: Why Is It the Cornerstone of Customer-centricity?

Customer Service 65

Customer Service Retail CX Start-ups 65

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

MAY 25, 2022

Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books. Best-selling author, podcast host, and influencer Colin Shaw is also worth following.

CX 98

CX Social Media Start-ups Sports 98

Steven Van Belleghem

JANUARY 22, 2020

Shep Hyken, who calls himself the “Chief Amazement Officer” of Shepard Presentations, is a customer experience speaker and author (among others of Wall Street Journal and USA Today best seller ‘The Cult of the Customer’) who “helps organizations build loyal relationships with their customers and employees”. Shep Hyken. Adam Toporek.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52