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 | Dec 18, 2019 | customer experience, customer feedback, empower employees, frontline employees, voice of customer
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don’t just ask customers about the experience in surveys,...
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 | Sep 18, 2019 | customer expectations, customer experience, customer service, employee effort, employee experience, employee happiness, empower employees, frontline employees, Uncategorized
As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a...
by Annette Franz | Apr 5, 2017 | brand promise, customer experience, employee experience, empower employees, executives, leadership, vision, voice of customer
I originally wrote today’s post for Clicktools. It was published on their blog on June 7, 2016. I’ve made slight modifications. Are you following the 10 Commandments of Customer Experience? Or is it time for a confession? In May 2016, I spoke at...
by Annette Franz | Nov 3, 2015 | employee experience, employee ownership, empower employees, leadership
I originally wrote today’s post for Intradiem.It appeared on their blog on May 21, 2015.When we empower employees, does that impact their productivity?Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of...
