03 Mar 344 Putting the Customer Into the Customer Experience with Annette Franz

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is 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). In this book, she outlines the importance of customer understanding to developing a customer-centric culture.

In today’s episode, Annette gives her professional advice on how to improve a club’s ability to connect with the customer and provide a customer experience that’s worth talking about. Listen and learn, as Annette teaches us how journey mapping can assist in that connection along with bringing “the customer into your team meetings.”

Your Podcast Snapshot

• How company culture influences the customer experience
• The importance of the customer experience
• Learning from customer feedback

Resources Our Experts Shared in the Show

Customer Understanding: Three Ways to Put the “Customer” in Customer Experience  (and the Heart of Your Business) by Annette Franz

Never Eat Alone by Keith Ferrazzi

Day by Day, The Personal Trainer’s BluePrint to Achieving Ultimate Success by Kevin Mullins

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