Why so many companies are failing to put the customer in their customer experience strategies

Do you really understand your customers?

In this episode of Connecting the Dots, we interview customer experience keynote speaker, practitioner, trainer, CXPA leader and blogger, Annette Franz, about her new book Customer Understanding: Three Ways to Put the "Customer" in Customer Experience.

We cover the themes related to Annette's book, including:

• Why Blockbuster video provided the perfect example of the need to put the 'customer' in customer experience.
• What the practice of asking yourself '5 whys' does to help you get to the root cause of a customer experience that your business needs to improve.
• The 6 step process required to create desired outcomes from customer experience planning.

A couple of useful links, as mentioned in the podcast:

• More info about Annette's book: cx-journey.com/book
• Register for the Experia Summit: experiasummit.com/