by Annette Franz | Jan 28, 2026 | action, culture, customer feedback, employee feedback, feedback, leadership, listening, Uncategorized, voice of customer, voice of employee
Fact: Most organizations listen more than they act. They survey employees, capture customer feedback, and publish dashboards filled with insight (well, with numbers). And yet, the same issues persist quarter after quarter. Trust erodes. Participation declines. Leaders...
by Annette Franz | Oct 15, 2025 | culture, employee engagement, employee experience, employee feedback, employee retention, employee satisfaction, employee understanding, leadership, Uncategorized
“Canary in a coal mine” is an idiom that refers to an early warning signal, a subtle but critical indicator that something is wrong or about to go wrong. The phrase comes from a practice used by coal miners in the early 20th century: they would bring...
by Annette Franz | Jun 25, 2025 | culture, employee engagement, employee expectations, employee experience, employee feedback, employee loyalty, employee retention, employee satisfaction, employee understanding, leadership, Uncategorized
Almost 10 years ago, I wrote an article about why employee retention is such a challenge. Things haven’t changed much. At the time, I basically said: How can employers ensure that employees will stay? There are a few ways, but they all fall under one large...
by Annette Franz | Jun 4, 2025 | culture, employee engagement, employee expectations, employee experience, employee feedback, employee understanding, leadership, Uncategorized, voice of employee
Last year I wrote a wildly popular article about Debunking Your Biggest Customer Experience Misconceptions. Since then, as you know, I’ve written a book titled Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business...
by Annette Franz | Jan 8, 2025 | employee engagement, employee experience, employee feedback, employee loyalty, employee retention, employee satisfaction, employee understanding, employees, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on October 22, 2024. Just like customers with brands, employees have expectations about their interactions and experiences with their employers. Those expectations not only evolve and are...
by Annette Franz | Feb 14, 2024 | culture, employee engagement, employee expectations, employee experience, employee feedback, employee understanding, Uncategorized, voice of employee
If you’ve never attended Medallia’s annual Experience conference, you need to plan to attend next year. Last week, I spent a few days in Vegas at Experience 2024, and between the new product announcements and the celebrity keynotes, the event was packed...
