by Annette Franz | Sep 8, 2021 | action, change, change management, customer experience, CX vision, employee experience, leadership, Uncategorized, vision
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? I’ve written...
by Annette Franz | Aug 25, 2021 | change, change fatigue, change management, customer experience, employee experience, leadership, Uncategorized
The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Transforming your business to one that puts...
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...
by Annette Franz | Jun 9, 2021 | coaching, employee experience, employee feedback, exit interviews, feedback, leadership, stay interviews, Uncategorized
A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement....
by Annette Franz | Apr 14, 2021 | customer experience, employee experience, Uncategorized
I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the...
