by Annette Franz | Mar 8, 2023 | collaboration, communication, culture, customer experience, employee experience, leadership, silos, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on December 14, 2022. Fact: Your brand has connected customers. That shouldn’t be a surprise. These are customers who interact with your brand via your website, their mobile phones, your apps,...
by Annette Franz | Jul 20, 2022 | collaboration, communication, culture, employee effort, employee experience, employee feedback, Uncategorized
I originally wrote today’s post for Wix Answers. It appeared on their site on August 3, 2021. In March and April of 2020, when the pandemic hit hard and businesses were forced to close their doors and send employees home, the impact on contact centers was great. They...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
by Annette Franz | Dec 6, 2017 | collaboration, culture, employee experience, leadership, silos, teamwork
Image courtesy of PixabayDoes your company suffer from the “not my job (NMJ) syndrome?” When was the last time you heard someone being asked to do some task that wasn’t outlined in their job description, only to respond with, “That’s not...
by Annette Franz | Sep 21, 2012 | collaboration, customer experience, employee experience, habits, product design
Earlier this week, I wrote the first part of this two-part series that covers my take on Dr. Stephen Covey’s 8 Habits and how they can be applied to the customer experience discipline. I covered the first four habits in that post; today I’ll start with...
