by Annette Franz | Feb 17, 2021 | automation, customer effort, customer experience, employee effort, employee experience, employee productivity, Uncategorized
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is...
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 | Dec 2, 2020 | candidate experience, employee expectations, employee experience, Uncategorized
Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through...
by Annette Franz | Nov 18, 2020 | appreciation, customer experience, employee experience, gratitude, thank you, Uncategorized
Here in the United States, we’ll be celebrating Thanksgiving next week. We may not all have a bountiful harvest to celebrate this year (perhaps some do), but we have a lot of other things to be thankful for. In case you missed it, I’ve written over the years about how...
by Annette Franz | Nov 11, 2020 | employee expectations, employee experience, golden rule, leadership, platinum rule, Uncategorized
There’s the Golden Rule: treat others the way you want to be treated. And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers. And then there’s the Platinum...
by Annette Franz | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
