by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Aug 25, 2021 | change, change fatigue, change management, customer experience, employee experience, leadership, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Transforming your business to one that puts...
by Annette Franz | Aug 18, 2021 | alignment, change, change management, leadership, Uncategorized
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard. Well, it can be. But it’s especially hard when not...
by Annette Franz | Apr 7, 2021 | change, change fatigue, change management, excuses, leadership, Uncategorized
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. There’s a real irony to that statement because the excuses haven’t changed, either! I found...
by Annette Franz | Sep 2, 2020 | core values, culture, customer-centric culture, employee experience, leadership, Uncategorized, values, workplace
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work....
