by Annette Franz | Dec 3, 2025 | collaboration, culture change, frontline employees, leadership, management, Uncategorized, workplace
In 1989, Sidney Yoshida introduced a concept that still hits hard today: the Iceberg of Ignorance. According to his research at a Japanese car manufacturer: frontline employees are aware of 100% of the problems in an organization but only 74% (of the problems) are...
by Annette Franz | May 15, 2024 | customer experience, customer experience journey, customer experience lifecycle, frontline employees, Uncategorized
Did the title of this article surprise you? Well, it should. There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens (or is formed) at/with your frontline employees. This is...
by Annette Franz | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
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 | 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 | 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...
