by Annette Franz | Nov 23, 2016 | appreciation, customer experience, employee experience, thank you
Image courtesy of _D.s.G._How do you thank your customers?On this Thanksgiving week here in the United States, it’s a great time to pause and give thanks for all of the good things in our lives.It’s also a great reminder to say “thank you” to...
by Annette Franz | Aug 13, 2013 | appreciation, customer experience, customer focus, manners, thank you
Image courtesy of *ambees*Do you thank your customers for their business? In a meaningful way? At every interaction?Showing gratitude is one of the simplest – yet most powerful – things humans can do for each other. -Randy PauschI wrote a blog post last...
by Annette Franz | Oct 2, 2012 | airlines, appreciation, customer experience, customer service, kudos, recognition
“Time is running out to nominate a United employee for excellent service,” said no one, ever.Oh, wait. Someone actually did say it! Click the image to the left to see an email I received from United a couple of weeks ago telling me exactly that.This email...
by Annette Franz | May 17, 2012 | appreciation, communication, culture, employee engagement, employee experience, employee relationships, employees, leadership, recognition, thank you
Image courtesy of Orin ZebestWith a background in a software industry that tends to focus more heavily on VOC than on VOE, I have been searching lately for tools that help companies make it their mission to focus on the employee first.Note that this focus on VOC has...
by Annette Franz | Apr 6, 2012 | appreciation, culture, customer experience, customer service
It’s so easy to write about customer experiences gone wrong. I’ve done that several times now, and I feel bad that I never have good things to write about! (OK, I have written about one, so far. Just one!) But that’s just the nature of the beast....
by Annette Franz | Mar 27, 2012 | appreciation, best practices, communication, culture, customer experience, customer service, customer-centric culture, empower employees, thank you
Image courtesy of Iain FarrellIs writing thank you cards or notes a lost art? Does anyone still do that?Silent gratitude isn’t much use to anyone. ~G.B. SternMy older son’s birthday was last month; he had a party and received gifts from family and...
