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
There’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 mean, my kids watch SpongeBob,...
by Annette Franz | Apr 26, 2012 | culture, employee engagement, employee experience, employee relationships, employee satisfaction, employees, empower employees, undercover executives
Image courtesy of PixabayI’ve been recording episodes of Undercover Boss, and over the weekend I was able to catch up on a few of them. I won’t summarize the episodes like I did in a previous post, but I will touch on a common theme that seemed to thread...
by Annette Franz | Apr 24, 2012 | culture, customer experience, employee engagement, employee experience, employee feedback, employee relationships, employee satisfaction, employees, empower employees, voice of employee
If we’re going to make a dent in this thing called “customer experience,” we really need to start with, and focus on, the employees and their experiences. You know the saying, “People buy from people.” It’s not just a cliche;...
