by Annette Franz | Jun 2, 2021 | culture, customer experience, customer-centric culture, trust, Uncategorized
The topics of customer trust and customer confidence have come up in conversations a few times recently, especially as it relates to pandemic and post-pandemic actions by several companies. More on that in a moment. To start with, I thought I’d take a closer...
by Annette Franz | May 26, 2021 | candidate experience, culture, customer-centric culture, hiring, human resources, Uncategorized
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire, and (c) see the business results...
by Annette Franz | Mar 24, 2021 | brand, core values, culture, customer expectations, customer experience, Uncategorized
I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key...
by Annette Franz | Feb 24, 2021 | culture, customer experience, customer focus, customer-centric, customer-centric culture, Uncategorized
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “customer...
by Annette Franz | Feb 10, 2021 | culture, customer experience, customer-centric culture, employee experience, leadership, Uncategorized
I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. I often receive requests to train employees on how to deliver a great customer experience. Awesome. I love where they’re headed...
by Annette Franz | Jan 6, 2021 | change, change management, culture, culture change, customer-centric culture, Uncategorized
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Well, guess what? This year (and, quite frankly,...
