by Annette Franz | Aug 12, 2026 | customer experience, customer loyalty, customer retention, employee experience, employee loyalty, employee retention, Uncategorized
I originally wrote today’s post for MarTech. It appeared on their site on December 4, 2025. Most organizations talk a good game about loyalty but miss the moment of truth: what happens when someone walks away. Whether it’s a customer canceling a contract or a valued...
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 | Aug 27, 2025 | culture, customer experience, employee engagement, employee experience, employee retention, leadership, outcomes, Uncategorized
Many leaders agree that customer experience (CX) is a growth driver. (They do, right?!) But fewer recognize that the secret to CX success doesn’t start with customers; it starts with employees. Employee experience (EX) is the hidden multiplier that turns investing in...
by Annette Franz | Jul 9, 2025 | CEO, commitment, culture, employee engagement, employee experience, employee retention, executives, leadership, Uncategorized
Employee Experience is a business imperative, not an HR project. For too long, employee experience (EX) has been treated as a peripheral concern: an HR project, a culture initiative, or a morale booster. That mindset is not only outdated – it’s expensive. In...
by Annette Franz | Jul 2, 2025 | culture, employee engagement, employee experience, employee retention, employee understanding, human resources, leadership, people-centric, Uncategorized
Despite increasing investment in employee engagement tools, surveys, and HR tech – and more executive pledges to make it a priority – employee experience (EX) remains inconsistent, fragmented, and often misaligned with business outcomes. The root issue?...
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...
