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
Image courtesy of Castles, Capes & ClonesI 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...
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...
by Annette Franz | May 6, 2014 | customer experience, employee experience, empower employees
Are your employees empowered to do what’s right for your customers? I know some people think “employee empowerment” is an over-used phrase. I think there’s some good in that term, and I’m not quite convinced that it’s over-used....
by Annette Franz | Jun 22, 2012 | culture, customer experience, customer-centric culture, employee experience, empower employees, listen, measure, voice of customer, voice of employee
Becky Carroll presented to a small group of Customer Experience executives in San Diego last week; her presentation focused on creating loyalty through a customer-centric culture. She dives deeper into these three items in her book, The Hidden Power of Your Customers,...
by Annette Franz | May 22, 2012 | brand, brand expectations, brand promise, communication, culture, customer experience, customer satisfaction, customer service, customer-centric culture, empower employees, hospitality, yes
Image courtesy of Thomas HawkThere’s a lot of talk about going the extra mile to keep customers happy. But is there a point where the extra mile is going too far? Is there ever a point where you should just say “No?”Lucky for you, I watch, er, I...
