by Annette Franz | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
by Annette Franz | Jun 24, 2020 | change, communication, communications, customer experience, employee experience, Uncategorized
I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then. Employee experience and customer experience are always important, but how brands...
by Annette Franz | Jun 17, 2020 | business, corporate social responsibility, culture, customer experience, customer-centric culture, Uncategorized
I’m pleased to share another guest post by Lexie Lu of Design Roast. More than 90% of sustainably marketed products have outpaced sales growth in their respective categories between 2013 and 2018. On average, these products grow 5.6 times faster than conventionally...
by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | Jun 3, 2020 | culture, customer experience, customer experience design, customer-centric culture, governance, Uncategorized
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
