by Annette Franz | Mar 25, 2026 | culture, employee experience, employees, leadership, people-centric, Uncategorized
I recently poked around LinkedIn job postings – forever curious about what roles are being filled, titles, and requirements. One caught my eye: a VP of People. “Yay!” I thought. “This is the role that should champion culture, employees, and the employee...
by Annette Franz | May 7, 2025 | employee experience, employee understanding, employees, personas, Uncategorized
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well!...
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 | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
by Annette Franz | Jul 13, 2022 | core values, culture, customer experience, customer understanding, customer-centric culture, employee experience, employees, empower employees, Uncategorized
I originally wrote today’s post for Tymeshift. It appeared on their site on March 14, 2022. It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the...
by Annette Franz | Mar 16, 2022 | employee engagement, employee experience, employee feedback, employee productivity, employee understanding, employees, Uncategorized, voice of employee
In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without employees, who’s going to build the products, sell the products, service the products,...
