by Annette Franz | Jun 29, 2022 | business, employee engagement, employee experience, outcomes, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees, in general; the original post focused on customer service agents. As you know, when the pandemic hit in 2020,...
by Annette Franz | Nov 25, 2020 | business, business outcomes, change, change management, project management, risk, risk assessment, risk management, Uncategorized
Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot...
by Annette Franz | Aug 26, 2020 | business, business outcomes, corporate social responsibility, customer experience, employee experience, purpose, shareholder, stakeholder, Uncategorized
Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today. Last...
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 | Feb 26, 2020 | business, games, learning, Uncategorized
Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog last year. I recently had the pleasure of visiting a business game being run over the course of two days for some management...
