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 | 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 | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | Jun 3, 2020 | culture, customer experience, customer experience design, customer-centric culture, governance, Uncategorized
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
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,...
by Annette Franz | May 13, 2020 | culture, leadership, strategy, Uncategorized
This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now. So far, I’ve covered whether you should cancel workshops or not, change is possible and survival of the fittest is real, customer-centric...
