Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.
“It’s all about the customer. If you don’t have any customers, then you have no business. But you won’t have customers if you don’t have employees to build things and service things. So, really, it’s all about the people.” – Annette Franz
“Out of a great employee experience comes employee engagement, productivity, and quality. This translates to a great experience for customers.” – Annette Franz
“Customer centricity is about putting the customer at the heart of everything you do. There should be no decisions, no discussions, no designs without first thinking about how it impacts the customer.” – Annette Franz
Annette Franz, CCXP, is founder and CEO of CX Journey Inc., as well as an internationally recognized CX thought leader, coach, speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business. Her website is cx-journey.com.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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