Understanding Customer Experience With Annette Franz

<p>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.<span class= "Apple-converted-space"> </span></p> <p><span style="text-decoration: underline;"><strong>One Powerful Quote:</strong></span></p> <p>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.”<span class= "Apple-converted-space"> </span></p> <p><span style="text-decoration: underline;"><strong>4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed:</strong></span></p> <p>3:46: Bryan opens the show by asking Annette by defining customer experience.<span class= "Apple-converted-space"> </span></p> <p>4:56: Bryan inquires with Annette about why customer experience is such a hot topic today.<span class= "Apple-converted-space"> </span></p> <p>6:17: Annette explains how culture pertains to the customer experience.<span class="Apple-converted-space"> </span></p> <p>8:21: Bryan and Annette discuss the challenge with the mismatch in culture and creating true value systems.</p> <p>9:55: Annette highlights the successes and errors when organizations try to initiate a culture with customer centricity.</p> <p>12:35: Bryan asks Annette what industries have the best customer centric experience.<span cl