Customer-centric organizations require a mindset and behavior shift - Annette Franz [Culture]

Press 1 For Nick

Annette Franz, author of Built To Win [Culture] Annette has 30 years of experience (both client-side and vendor side) helping companies understand their employees and customers, identifying what drives retention, satisfaction, engagement, and the overall experience, and designing customer experience strategies to deliver a better experience for all constituents. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and she is also an official member of the Forbes Coaches Council, and that is just the start. Her newest book Built to Win: Designing a customer-centric culture that drives value for your business is out now. Annette. What is the difference between customer-focused and customer-centric? How do you know if a company is customer-centric? Why do customer-centric organizations require a mindset and behavior shift? What advice do you have to companies who are struggling to change? You mentioned there is a perception gap between businesses that think they put the customers at the heart of all they do and what customers think. Why is there a gap? How can companies get the entire organization to rally around the customer? What is the best way to measure companies' existing cultures? How does the role of culture fit in the employee experience? How do you link culture to outcomes? When you go into an organization, what is the first question you are asking your clients [What problem are you solving for your customers?] ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS: Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message