by Annette Franz | Nov 11, 2020 | employee expectations, employee experience, golden rule, leadership, platinum rule, Uncategorized
There’s the Golden Rule: treat others the way you want to be treated. And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers. And then there’s the Platinum...
by Annette Franz | Nov 4, 2020 | core values, customer experience, customer-centric, customer-centric culture, employee experience, leadership, servant leadership, Uncategorized
I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about...
by Annette Franz | Sep 2, 2020 | core values, culture, customer-centric culture, employee experience, leadership, Uncategorized, values, workplace
I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work....
by Annette Franz | Jul 1, 2020 | communications, customer experience, employee experience, journey mapping, leadership, Uncategorized
I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain...
by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | May 26, 2020 | commitment, core values, culture, customer experience, CX strategy, CX vision, employee experience, governance, leadership, mission, Uncategorized, vision
I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019. A customer experience transformation is a lot of work. There are a lot of pieces that must come together, i.e., a lot of foundational elements that must be in place,...
