by Annette Franz | Nov 18, 2020 | appreciation, customer experience, employee experience, gratitude, thank you, Uncategorized
Here in the United States, we’ll be celebrating Thanksgiving next week. We may not all have a bountiful harvest to celebrate this year (perhaps some do), but we have a lot of other things to be thankful for. In case you missed it, I’ve written over the years about how...
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
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 Pausch I wrote a blog post last year about The Lost Art of...
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
With 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 not necessarily been a...
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....
