by Annette Franz | May 14, 2013 | culture, customer experience, CXPA, employee experience, employee-centric
The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado.Our first keynote speaker this morning is Tom Feeney, CEO of Safelite AutoGlass. His presentation, “The Road to...
by Annette Franz | May 2, 2013 | culture, employee experience, employee satisfaction, employee-centric
Two weeks ago, I wrote a post about Jeff Bezos’ latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who suggested that it would be equally valuable to review how...
by Annette Franz | Dec 1, 2012 | culture, employee engagement, employee experience, employee loyalty, employee-centric
A lot is written about how to build a customer-centric culture, but I’d like to focus on an employee-centric culture in this post. And yes, employee focus is part of a customer-centric culture, but let’s zoom in on the employee experience here.So that...
by Annette Franz | Jul 12, 2012 | culture, employee engagement, employee experience, employee-centric, leadership, people-centric
Image courtesy of Barry-WehmillerI recently stumbled upon a TedxScottAFB talk titled Truly Human Leadership, which was given by Bob Chapman, chairman and CEO of Barry-Wehmiller Companies, Inc.If you don’t have 22 minutes to watch the video of the talk,...
