by Annette Franz | Jun 29, 2022 | business, employee engagement, employee experience, outcomes, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees, in general; the original post focused on customer service agents. As you know, when the pandemic hit in 2020,...
by Annette Franz | Jun 22, 2022 | employee engagement, employee experience, employee retention, leadership, servant leadership, truly human leadership, Uncategorized
I’ve written many times about the importance of the employee experience, both on its own and in connection with the customer experience. We cannot talk about (and do something about) the employee experience enough these days. It’s a mess. (Consider this:...
by Annette Franz | May 25, 2022 | employee engagement, employee experience, recognition, Uncategorized
I originally wrote today’s post for Stella Connect. It appeared on their site on November 16, 2021. It would be an understatement if I said that 2021 was a challenging year when it comes to employees – remote work, returning to the office, finding jobs, changing...
by Annette Franz | Mar 16, 2022 | employee engagement, employee experience, employee feedback, employee productivity, employee understanding, employees, Uncategorized, voice of employee
In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without employees, who’s going to build the products, sell the products, service the products,...
by Annette Franz | Mar 9, 2022 | customer experience, employee engagement, employee experience, leadership, Uncategorized
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? To answer that question, I’ll just say, “No.” Well, not all of them, anyways. I’ve been in...
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...
