Annette Franz

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

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

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