by Annette Franz | Jun 10, 2014 | customer experience, employee engagement, employee experience
What does “employees more first” really mean? A while back, I wrote a post called Putting Employees More First. It’s based on the well-publicized quote from Hal Rosenbluth, where he states, “… if you genuinely want to put customers first,...
by Annette Franz | Mar 12, 2013 | communication, culture, employee engagement, employee experience, leadership
Today’s post was originally published on January 29, 2013, on Employee Happiness Tips Tricks & Tools, a site where you can find state-of-the-art real-life ideas for boosting employee happiness. I’ve made only slight modifications. There is a clear...
by Annette Franz | Feb 2, 2022 | common sense, leadership, servant leadership, trust, Uncategorized
The title of this blog post is the title of one of the last chapters in Randy Conley’s and Ken Blanchard’s new book, published this week and available on Amazon: Simple Truths of Leadership: 52 Ways to Be a Servant Leader and Build Trust. It summarizes...
by Annette Franz | Feb 24, 2021 | culture, customer experience, customer focus, customer-centric, customer-centric culture, Uncategorized
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer...
by Annette Franz | Feb 10, 2021 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. I often receive requests to train employees on how to deliver a great customer experience. Awesome. I love where they’re headed...
