Keep Your Employees Happy | Annette Franz

The Global Xperience

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Episode Summary:
In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Understanding."
Key Highlights:

1. Introduction to Annette Franz: An overview of Annette's extensive career in customer experience and her work with CX Journey.
   
2. Inspiration Behind Her Books: Annette reveals what motivated her to write "Customer Understanding" and "Built to Win," focusing on the importance of a customer-centric culture.
   
3. Impact of Employee Experience on CX: Discussion on the crucial role of employee experience in shaping customer interactions and business success.
   
4. Importance of Effective Communication: Annette shares personal experiences to highlight how communication is key in both employee training and customer interactions.
   
5. Customer Journey Mapping: Insights into the process of customer journey mapping and its importance in understanding and improving the customer experience.
   
6. Connecting Employee and Customer Experience: Annette emphasizes the interconnectedness of employee and customer experiences and how focusing on one benefits the other.
   
7. Cultural Foundations of CX: The critical role of organizational culture and leadership in establishing and sustaining effective customer experience strategies.
   
8. Segment: South African Trivia: Annette participates in a South African trivia quiz and shares interesting facts about America.

Resources Mentioned:

• Link to her books “Built to Win” & “Customer Understanding”: https://annettefranz.com/books/

Connect with Annette:

• LinkedIn: linkedin.com/in/annette-franz
• Website: cx-journey.com/
• Personal Website: https://annettefranz.com/