by Annette Franz | Dec 4, 2024 | coaching, culture, customer understanding, customer-centric culture, employee experience, leadership, training, Uncategorized
I originally wrote today’s post for Sprinklr. It appeared on their site on March 28, 2024. The employee experience is a critical success factor for any business today. On its own, it’s important that leaders take care of their people. Combined with the connection...
by Annette Franz | Jun 9, 2021 | coaching, employee experience, employee feedback, exit interviews, feedback, leadership, stay interviews, Uncategorized
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement....
by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
by Annette Franz | Apr 21, 2015 | coaching, customer experience, employee experience, employees, training
Image courtesy of Pixabay I’ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company...
by Annette Franz | Oct 29, 2013 | coaching, customer experience, customer service, training
Image courtesy of PixabayWhen a book’s opening sentence includes the following phrase in bold, I know I want to read what the author has to say: “Good service is good business.”Simple concept, right? Treat customers well, and the business will...
by Annette Franz | Jan 5, 2013 | coaching, customer experience, employee experience, training
Image courtesy of PixabayHave you made your 2013 New Year’s resolutions? Did they include any health and fitness goals for the year? In honor of that particular resolution, I thought this was a good time to make the connection between bodybuilding and the...
