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Clarity

Annette Franz

Orange County, CA

With 30 years in the customer experience profession, I am founder and CEO of CX Journey Inc., and am 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 Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.

I work with clients to develop CX strategies and (re)design the customer experience and employee experience.

I am a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council. Startup advisor. Check out my website: http://www.cx-journey.com/.

$8.33/min

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Coaching Customer Retention Management Consulting Company Culture Customer Experience Employee Engagement Net Promoter Score Customer Experience Management Customer Experience Improvement Voice of the Customer

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Customer Experience

For the last 30 years, I've been helping clients ground their customer experience strategies in employee and customer understanding. My passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and a great customer experience.

Employee Experience

Journey Mapping

One of the first steps in developing your customer experience strategy is to understand your customers and the journeys they take while engaging with your organization. To do so, you’ll need to not only listen to customers but also map their journeys to identify the ideal path to creating ongoing and lasting value for them. Journey maps afford a wealth of benefits, but only if they become catalysts for change they are meant to be. Why not use this powerful tool to create a better experience in order to retain more customers!

Voice of the Customer/Employee

I have spent the last 25 years working with clients to design not only surveys but listening programs that include closed-loop processes and continuous improvement... for both customers and employees.

Culture

Culture is such an important part of your business. It's really the foundation of the organization. Defining your core values and the corresponding guiding principles is key to that foundation. I'll work with you to establish or revisit your core values and to identify ways to reinforce them daily throughout your organization.

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Member since April 2015