Annette Franz (Gleneicki)

How do leaders drive (lasting) change?

Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business.

One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can't just talk the talk; they must walk the walk.

I originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018.

When companies focus on people, their people - employees first, then customers - the numbers will come.

I hate to tell you this, but you're just not.*

I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Here's what happens.

I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. A lot of hands, as a matter of fact.

I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.

How do you prioritize your CX improvement initiatives?

You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.

This is the second of a two-part series on common VoC program mistakes.

In case you missed the first post in this series, you can find it here.

I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.

As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

If you don't know by now, customer understanding is the cornerstone of customer-centricity.

Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

What is customer-centricity?

A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it! Customer-centricity is about putting the customer at the center of all you do.

Do employees believe in the core values? Do they even know their company's core values?

Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in doubt, ask: "Is this the right thing to do? Does it fit with our core values?"

Are you aware that there's also a Culture Perception Gap?

I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.

The ultimate fan is an immortal fan!