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...
by Annette Franz | Oct 28, 2020 | customer experience, customer understanding, employee experience, journey map, journey mapping, Uncategorized, understanding
The first step in my six-step journey mapping process is Plan. This step includes all the prep work to get ready for your journey mapping workshop, including: identifying the personas for which you’ll map; the objectives, scope, outcomes, and success metrics of the...
by Annette Franz | Oct 14, 2020 | customer experience, decision making, employee experience, priorities, Uncategorized
Decisions, decisions, decisions. As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our...
