by Annette Franz | Jan 29, 2020 | customer experience, employee experience, employee feedback, employee happiness, employee loyalty, employee productivity, employee satisfaction, employees, process improvement, productivity, Uncategorized
I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019. In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must...
by Annette Franz | Nov 6, 2019 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, employee loyalty, employee ownership, employee productivity, employee relationships, employee retention, employee satisfaction, employee-centric, employees, empower employees, Uncategorized, voice of employee
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...
by Annette Franz | Mar 7, 2018 | employee engagement, employee experience, employee happiness, employee satisfaction
I originally wrote today’s post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience.It all started with a tweet… (to the left)My response was: “That’s a blog post on its own! Too much for...
by Annette Franz | Mar 31, 2015 | culture, employee engagement, employee experience, employee happiness, employee satisfaction
Image courtesy of PixabayConfused by some of the employee experience lingo you’re hearing? You’re not alone!A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping,...
by Annette Franz | May 2, 2013 | culture, employee experience, employee satisfaction, employee-centric
Two weeks ago, I wrote a post about Jeff Bezos’ latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who suggested that it would be equally valuable to review how...
by Annette Franz | Jul 10, 2012 | customer effort, customer experience, customer satisfaction, employee satisfaction, metrics, Net Promoter Score, NPS
The other night, I was reading my local version of the Auto Club’s Westways magazine. One of the articles was an interview with the Angels’ new player, Albert Pujols. What could Albert Pujols possibly say that would drive me to write this post? Oh, you...
