by Annette Franz | Dec 23, 2020 | core values, customer experience, trust, Uncategorized
How do you define customer trust? How do your customers define trust as it relates to your brand? I’ve written about trust a lot – oftentimes with regard to the employee experience and your culture. Occasionally I’ve written about trust and the...
by Annette Franz | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
by Annette Franz | Sep 16, 2020 | career, core values, culture, employee experience, Uncategorized, workplace
Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!) About a year ago, I wrote about hiring for culture fit because around that time I was seeing more and more revile...
by Annette Franz | Sep 2, 2020 | core values, culture, customer-centric culture, employee experience, leadership, Uncategorized, values, workplace
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work....
by Annette Franz | Jul 15, 2020 | core values, culture, culture change, customer-centric culture, Uncategorized, workplace
I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post. Whether your business is large, medium, or...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
