by Annette Franz | Feb 14, 2018 | alignment, change, culture, customer experience, customer experience journey, customer-centric culture, employee experience, leadership
Image courtesy of PixabayDo you feel like you’re not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?You started years (not months – it’s a journey – it takes time!) ago, but you...
by Annette Franz | Nov 1, 2017 | alignment, culture, culture change, guiding principles, leadership, mission, values, vision
Image courtesy of Pixabay Culture is best defined as “values plus behavior” and is often described as “how employees act when no one is looking.” Culture is such an important part of your business. It’s really the foundation of the...
by Annette Franz | Sep 4, 2014 | alignment, culture, customer experience, customer-centric culture, employee experience
Image courtesy of PixabayI originally wrote today’s post for InsideCXM, where it was published on April 2, 2014. I have modified the post slightly since then. Do your employees have a clear line of sight to your customers?First, what does “line of...
