Annette Franz

Head of marketing and customer experience initiatives

CX Journey Inc.

Annette Franz, a certified customer experience professional (CCXP), is founder and CEO of CX Journey Inc. She has 25 years of experience in helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience—so together we can design a better experience for all constituents. She’s an author (she wrote the book on customer understanding!), a speaker, and a customer experience thought leader and influencer. She serves as vice chairwoman on the board of directors of the Customer Experience Professionals Association (CXPA), is an official member of the Forbes Coaches Council, and is an advisory board member for CX@Rutgers.

Wed, 07/17/2024 - 12:01
The 12 Laws of Karma Will Change Your Customer Experience What goes around, comes around
Thu, 06/02/2016 - 16:34
Do you know the 12 Laws of karma? And did you know they can be applied daily to your customer experience (CX) efforts? If not, no worries, just read on.  I’ll define them for you and tie them to this CX world we live in. I came across these…
The Business Case for a Great Employee Experience Have you put the spotlight on the employee experience at your company?
Mon, 05/02/2016 - 14:12
I have written many times about the importance of the employee experience, both on its own in terms of retention and performance, and with regard to the effect of the employee experience on the customer experience. Sadly, many companies still aren…
How B2B Companies Become Customer Experience Leaders Embrace the complexities
Tue, 03/08/2016 - 10:42
When I go to customer experience conferences, B2B companies are underrepresented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. These are just two examples of why I want to revisit a…
What Do They Care About Keeping Customers? The old acquisition vs. retention challenge is alive and well
Wed, 02/24/2016 - 15:07
The perils of focusing on customer acquisition and sales over customer experience and retention can be summed up nicely with this: “As fast as you’re bringing customers in the front door, they’re running out the back door.” Some refer to it as the…
Desired Outcomes Matter What does your customer want to do?
Tue, 02/02/2016 - 15:35
What happens when we really understand our customers’ desired outcomes or the jobs they are trying to do? Something pretty incredible. A few weeks ago I wrote about “Faster Horses... and Customer Outcomes” and the importance of asking the right…
What Exactly Is Customer Loyalty? First, do you mean loyalty to the customer or from the customer?
Mon, 01/18/2016 - 16:36
When people at your company think about “customer loyalty,” are they thinking about your customers’ likelihood to recommend, likelihood to repurchase, or likelihood to purchase additional products? How does your company define customer loyalty?…
Faster Horses... and Customer Outcomes If you don’t have a customer for your product, what have you got?
Tue, 12/15/2015 - 12:23
There’s a well-known quote by Henry Ford that goes like this, “If I had asked people what they wanted, they would have said faster horses.” It’s fair to note that some don’t believe he actually said that, but let’s go with it. Ford is often cited…
Is Customer Experience Really Everyone’s Job? Fulfillment matters more than titles
Thu, 11/19/2015 - 16:15
Pundits and experts alike say that ensuring a good customer experience (CX) is everyone’s job. In fact, if you Google “customer experience is everyone’s job” or “customer service is everyone’s job,” you’ll find endless articles, blogs, and webinars…
Listen to Customers, Grow Your Business Are you using what you learn to actually design a better experience?
Thu, 10/15/2015 - 14:14
Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts…
Busywork vs. Real Work The customer experience goes well beyond what happens in your department
Thu, 09/24/2015 - 13:31
Think about the things that you’re doing to transform your organization and your customer experience. Are you doing busywork, or are you doing real work? Today’s article is inspired by this quote from Thomas Edison: “Being busy does not always…