by Annette Franz | Oct 2, 2019 | customer experience, customer understanding, customer-centric, customer-centric culture, employee experience, employee-centric, employees, people-centric, Uncategorized
My new book is ultimately about how to develop a customer-centric culture by bringing the customer and her voice into the organization. I was honored to recently join Shep Hyken on his Amazing Business Radio podcast to talk about my book. It was my third time on the...
by Annette Franz | Aug 28, 2019 | chief customer officer, customer expectations, customer experience, employee experience, employees, purpose, Uncategorized
It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of...
by Annette Franz | Sep 27, 2018 | employee experience, employees, management, performance reviews
Image courtesy of PixabayToday I’m pleased to share a guest post by Dave Mizne of 15Five.com.Traditionally, managers have relied on the annual performance review to provide employees with feedback. However, surveys indicate employees don’t find the process...
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...
