by Annette Franz | Apr 21, 2020 | culture, customer effort, customer expectations, customer experience, customer experience design, customer experience journey, customer understanding, customer-centric culture, employee engagement, employee experience, Uncategorized
I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...
by Annette Franz | Nov 6, 2019 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, employee loyalty, employee ownership, employee productivity, employee relationships, employee retention, employee satisfaction, employee-centric, employees, empower employees, Uncategorized, voice of employee
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...
by Annette Franz | Mar 7, 2018 | employee engagement, employee experience, employee happiness, employee satisfaction
I originally wrote today’s post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience.It all started with a tweet… (to the left)My response was: “That’s a blog post on its own! Too much for...
by Annette Franz | Jul 13, 2017 | employee engagement, employee experience, employee feedback, employee loyalty, employee ownership, employee-centric, employees
Image courtesy of PixabayWhy is it so difficult to understand what employee engagement is all about?I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in...
by Annette Franz | May 24, 2017 | commitment, customer experience, CX strategy, employee engagement, tools
I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....
by Annette Franz | May 10, 2017 | culture, employee engagement, employee experience, leadership, management
Image courtesy of PixabayWhat motivates you to go to work every morning?What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work...
