Book Review – “Customer Understanding” by Annette Franz

Annette Franz is founder and CEO of CX Journey Inc. She’s a respected voice in Customer Experience and Coaching, and has just published her new book “Customer Understanding: Three Ways to Put the ‘Customer’ in Customer Experience”.

The book is written to enable organizations and leaders within them to understand their customers and not pay lip-service. In addressing the either/or customer service versus product development (or any other initiatives we put first in our organization), she sets the framework from the very start to have leaders think about the customer in all aspects, and centrally, of their work. Products and services, in Annette’s words, are being commoditized, but customer experience should not.

Are you ready to put the “customer” in customer experience? In this new book, learn the three ways to do that – including instructions on how to properly execute the journey mapping process! #custexp #cx #customercentricity #journeymapping #voc #personas https://cx-journey.com/book

Annette break each chapter down very succinctly, which is great to digest in smaller pieces in today’s pace or work. But the most important thing she does in her work is giving great applications and resources to make the change real. Many books give theory with little application, and yet Franz packs a great amount of workable solutions into this book to help leaders assess, plan and implement the next steps on their customers journey.

Customer-centric businesses don’t happen by accident. In this new book, learn how to put the “customer” in customer experience – and at the heart of everything your business does! #customercentricity #custexp #cx #culture #leadership #customerunderstanding https://cx-journey.com/book

Annette’s writing is very conversational and easy to relate to. She speaks plainly but effectively, and you can easily see how she relates to common obstacles in organizations and guides you through them in her coaching style of writing.

#Customerunderstanding is the cornerstone of #customercentricity. In this new book, learn why and how to put the “customer” in customer experience – and at the heart of everything your business does! #custexp #cx #journeymapping #voc #personas https://cx-journey.com/book

A great book and practical to provide your customers with what they need to experience the journey of what your company brings to the table. I highly recommend it.

If interested, here’s the link below to get your copy:

About Paul LaRue

My goal - To encourage you to lead & influence others with positive impact.

Posted on September.8.2019, in #BookReview, #CX. Bookmark the permalink. Leave a comment.

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