by Annette Franz | Jul 13, 2017 | employee engagement, employee experience, employee feedback, employee loyalty, employee ownership, employee-centric, employees
Image courtesy of PixabayWhy is it so difficult to understand what employee engagement is all about?I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in...
by Annette Franz | Oct 27, 2015 | customer experience, customer service, CXPA, employees, frontline employees
Image courtesy of Unsplash/Nikolai BerntsenIs it really everyone’s job?Pundits and experts alike say that customer experience is everyone’s job. If you google “customer experience is everyone’s job” and “customer service is...
by Annette Franz | Jul 17, 2015 | employee engagement, employee experience, employee ownership, employees, leadership, teamwork
Image courtesy of PixabayEmployee passion drives results.That’s the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.When employees have a real sense of pride in their work, when they take ownership in what they...
by Annette Franz | Jun 2, 2015 | customer service, employees, people skills, talent
Image courtesy of PixabayWe advocate hiring for attitude and training for skill, right? Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to...
by Annette Franz | Apr 21, 2015 | coaching, customer experience, employee experience, employees, training
Image courtesy of Pixabay What do your employees know about customer experience? I’ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience...
by Annette Franz | Jul 5, 2012 | culture, employee engagement, employee experience, employees
I recently read an article about the worst employee engagement strategies ever. Curious about the content, I read the article and immediately knew that people still aren’t clear about what employee engagement is. Listen, let’s call it what it is. Employee...
