by Annette Franz | Aug 30, 2023 | employee engagement, employee expectations, employee experience, offboarding, onboarding, Uncategorized
Last week, in the first article of this two-part series, I wrote about the concept of employee off-boarding, the opposite of employee onboarding. This week’s article will cover who’s responsible for it and if it makes sense to automate it. WHO’S RESPONSIBLE FOR...
by Annette Franz | Aug 23, 2023 | employee engagement, employee expectations, employee experience, offboarding, onboarding, Uncategorized
A few weeks back, I wrote about the importance of employee onboarding. Since then, I’ve also written a couple of articles on customer onboarding and a couple on customer off-boarding. Yes, there’s a pattern here; it’s time to write about employee...
by Annette Franz | Jun 21, 2023 | customer expectations, customer experience, employee expectations, employee experience, leadership, servant leadership, Uncategorized
Today I’m pleased to share a guest post by Frank Sonnenberg. It’s an excerpt from his latest book, Leadership by Example: Be a role model who inspires greatness in others. If you want to WOW someone, do something unexpected rather than ordinary. After all,...
by Annette Franz | Jan 11, 2023 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, feedback, leadership, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on August 31, 2022. Employee experience is a hot topic right now. Finally, right? The Great Resignation really turned the focus onto employees and on understanding what’s driving them to switch...
by Annette Franz | Jul 14, 2021 | brand expectations, brand experience, candidate experience, customer expectations, customer experience, employee expectations, employee experience, guest experience, human experience, member experience, partner experience, Uncategorized, user experience
A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. I wrote: Expectations – Performance =...
by Annette Franz | Jul 7, 2021 | brand, brand expectations, brand ownership, customer loyalty, employee expectations, employee experience, employee loyalty, loyalty, Uncategorized
What is a brand? And what does it mean to ride for the brand? Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol imprinted on an animal’s skin/hide. (There are other forms...
