Understanding Customer Experience With Annette Franz

Fitness + Technology

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Annette Franz to the show. Annette Franz has 30 years of experience helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, the overall experience, and designing customer experience strategies to deliver a better experience for all constituents. She is the Founder & CEO of CX Journey, a global customer experience consulting firm that specializes in laying the groundwork required to establish a CX roadmap and strategy to drive culture transformation efforts. Today, Annette discusses with Bryan about the principles of user and membership experience and how organizations should reorient themselves on this focus.

One Powerful Quote:

20:57: “Just get started. Take the time to really educate yourself on what that means but get started. There are little things you can do that don’t cost a lot of money that you can do to improve the experience.”

4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed:

3:46: Bryan opens the show by asking Annette by defining customer experience.

4:56: Bryan inquires with Annette about why customer experience is such a hot topic today.

6:17: Annette explains how culture pertains to the customer experience.

8:21: Bryan and Annette discuss the challenge with the mismatch in culture and creating true value systems.

9:55: Annette highlights the successes and errors when organizations try to initiate a culture with customer centricity.

12:35: Bryan asks Annette what industries have the best customer centric experience.

14:55: Annette talks about the pitfalls in journey mapping the customer experience.

16:34: Annette expresses how acquisition and retention does not align with the customer experience.

19:10: Annette describes the common themes for fitness brands in customer experience.

20:55: Bryan wraps up the show by asking Annette to impart her wisdom to the listeners.

Bullet List of Resources:

https://www.linkedin.com/in/annette-franz/

https://cx-journey.com/built-to-win

https://cx-journey.com/customer-understanding

Guest Contact Information:

https://www.linkedin.com/in/annette-franz/

https://twitter.com/annettefranz

https://www.linkedin.com/in/bryankorourke/

http://www.fittechcouncil.org/

https://www.youtube.com/user/bko61163