Annette Franz

FIX THE CULTURE, FIX THE OUTCOMES

Build a Winning Organization Through a Customer-Centric Culture

A customer-centric culture is one that is deliberately designed to be that way. There must be commitment from the top, especially from the CEO, to put customers’ best interests at the heart of everything the business does.

There are 10 foundational principles that ensure you get the culture that you desire. This presentation is a must-see for organizations that want to shift how business is done to ensure that the customer is front and center. It focuses on the four primary inputs of a customer-centric culture, but can also be designed to bring in the other principles, as needed.

This program is perfect for:

• kicking off a culture transformation
• mid-level to senior leadership attendees

The audience will leave with an understanding of:

• What it means to be customer-centric
• What culture is and why it’s important
• The four primary inputs of a customer-centric culture
• The linkage between culture and business outcomes
• How to activate change within your organization

TRANSFORMING THE CUSTOMER EXPERIENCE... FROM THE INSIDE OUT

Normally when we talk about improving the customer experience, the focus is on outside-in thinking and doing, i.e., bringing the customer voice into everything you do.

Imagine if we took time to improve the experience from the inside out. No, not inside-out thinking and doing but taking a look at what’s happening inside that drives what’s happening on the outside for customers.

You can’t fix what’s happening on the outside if you don’t fix what’s happening inside!

This program is perfect for:

• kicking off a business transformation
• mid-level to senior leadership attendees

The audience will leave with an understanding of:

• What it means to improve the experience from the inside out
• Why it’s important to make culture the foundation of any transformation
• What employee experience means (no, what it really means)
• The impact that employees have on the customer experience

PUTTING THE "CUSTOMER" IN CUSTOMER EXPERIENCE

Everyone talks about customer experience and customer-centricity, but do they really know what that is, what it means, and what it entails.

So many companies give lip service to customer experience – and there are a ton of examples – which means customers still feel like they aren’t really at the center of all that businesses do, whether it’s designing a product, a service, or a process.

How do we fix that? Customer understanding is really the cornerstone of customer-centricity. In this keynote, I talk about three ways to achieve customer understanding – helping you put the “customer” into “customer experience.”

This program is perfect for:

• kicking off a culture transformation
• starting customer understanding initiatives
• individual contributors to mid-level managers

In this presentation, attendees will learn:

• What customer understanding is
• The three ways to achieve customer understanding
• Why and how customer understanding is the cornerstone of customer-centricity
• What a customer-centric culture looks like

FIX THE CULTURE, FIX THE OUTCOMES/WORKSHOP

Description: This workshop includes both group and individual exercises to identify and assess your current culture, design the future culture, outline ways to socialize and operationalize your core values, identify blockers and enablers of your desired culture, help leaders drive lasting change, and underline how employees will live the core values in their roles.

This program is perfect for:

• kicking off a culture transformation
• mid-level to senior leadership attendees

The audience will leave with:

• An understanding of strengths and weaknesses of your current culture (because you can’t transform something you don’t understand)
• A definition and design for your future culture (a culture that ensures people are at the center of all you do)
• Ideas on how leadership will both drive change and enable and empower employees to live the culture
• Considerations and understanding of their roles in designing and living the customer-centric culture

JOURNEY MAPPING MASTERCLASS/WORKSHOP

Companies believe that they already understand their customers and the customer experience. In reality, few really do, and that discrepancy leads to service breakdowns, less-than-optimal experiences, weak loyalty, and ultimately, lost brand reputation
and decreased long-term growth.

With superior customer experience and realized product value comprising the backbone of essentially all businesses, this competitive space remains a constant battleground. By implementing a successful and practical customer journey mapping process into your organization, you will begin to create a strategy that documents the end-to-end experience, throughout the customer lifecycle.

In this masterclass, you’ll get a solid introduction to the journey mapping process, learn how to facilitate your own journey mapping workshop, and realize the true value of mapping: it’s an eye-opening exercise and process that, when done properly, drives impactful change to the customer experience.

The workshop covers my six-step journey mapping process, as well as:

• Why to map customer journeys
• How to map
• Whose journeys – and which journeys – to map
• Journey mapping mistakes to avoid
• Why personas are more important than segments or target demographics
• How to facilitate your own journey mapping workshops
• How to create actionable maps
• How to develop service blueprints, and
• What’s next