by Annette Franz | Dec 3, 2025 | collaboration, culture change, frontline employees, leadership, management, Uncategorized, workplace
In 1989, Sidney Yoshida introduced a concept that still hits hard today: the Iceberg of Ignorance. According to his research at a Japanese car manufacturer: frontline employees are aware of 100% of the problems in an organization but only 74% (of the problems) are...
by Annette Franz | Jan 24, 2024 | collaboration, culture, customer-centric, customer-centric culture, silos, Uncategorized
I’ve written about the benefits of a customer-centric culture. They are plentiful! One of the benefits that should be added to that article is the fact that this type of culture truly brings the organization together. That shouldn’t be unique to a...
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...
