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Episode 21: Is Your Onsite Team Ready When the Experience Breaks Down – Annette Franz

Annette Franz is the Founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker.

Listen in to learn more about:
-Delivering a great customer experience and meeting the obvious expectations, while knowing how to handle situations where things might not go as planned
-The difference between customer experience and customer service 
-Thinking ahead for all different “what if’s”, and having a game plan in place for long-term customer satisfaction
-Mapping a customers feedback, doing something with the feedback you receive, and addressing those various pain points

Connect with Annette via, or on LinkedIn!

Purchase book on Amazon: Customer Understanding

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