Annette Franz
CEO and Author at CX Journey
CEO @CXJourney Inc. | #CX Coach, #KeynoteSpeaker, #Author | #culture #leadership #employeeexperience #customerexperience
Articles
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2 weeks ago |
customerthink.com | Annette Franz
When we think about high-performing teams and thriving organizations, we often think about the energy, collaboration, and creativity that come from employees who are fully engaged. But not all employees contribute equally to the success of the organization. In fact, employees can generally be categorized into two groups: makers and takers. (I’m thinking back to my article about change agents and complaint agents. Any connection?
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2 weeks ago |
cx-journey.com | Annette Franz
I originally wrote today’s post for MarTech. It appeared on their site on January 29, 2025. In today’s business environment, not all customers are created equal – nor should they be treated as such. While every customer contributes to a brand’s success in some way, understanding the difference between valued customers and volume customers is critical for building sustainable growth.
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3 weeks ago |
cx-journey.com | Annette Franz
When we think about high-performing teams and thriving organizations, we often think about the energy, collaboration, and creativity that come from employees who are fully engaged. But not all employees contribute equally to the success of the organization. In fact, employees can generally be categorized into two groups: makers and takers. (I’m thinking back to my article about change agents and complaint agents. Any connection?
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3 weeks ago |
customerthink.com | Annette Franz
For decades, career progression has been synonymous with climbing the corporate ladder, with management being the ultimate goal. The typical trajectory suggests that after excelling as an individual contributor, the next logical step is to become a manager. But is this really the best path for everyone? The answer is a resounding “No.”Not every employee is suited to, interested in, or effective at management.
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3 weeks ago |
martech.org | Annette Franz
What if the key to customer loyalty isn’t faster shipping or flashier ads but a cleverly timed stroll down memory lane? In 2025, a new wave in customer experience (CX) is gaining traction. Memory-driven CX — using the past to spark joy in the present — is quietly reshaping how brands forge unbreakable customer bonds.
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In this week's top 5, we read about GenAI in customer service, what drives brand loyalty, customer retention, and more! https://t.co/Pc18Qm0QIF #customerservice #customerexperience #CX https://t.co/Z4OydEkfrT
RT @wallybock: If you must cut, cut big pieces. Pay attention to those transitions, too. That way, you’ll know if something can disappear w…
Creating Your Culture Plan - CX Journey™ https://t.co/NK5U0DHd3g #culture #cultureplan #culturechange #leadership #corevalues https://t.co/UFd3Ka9PAP
