by Annette Franz | Dec 9, 2019 | brand experience, candidate experience, culture, customer experience, employee experience, human experience, leadership, Uncategorized
Joakim Thorn, CEO of Effectly AB, and I co-wrote this article to highlight not only the importance of experience management but also why we produced Experia Summit, the first virtual summit dedicated to this topic. This was originally published on MyCustomer.com....
by Annette Franz | Sep 11, 2019 | culture, customer experience, customer-centric, customer-centric culture, employee experience, leadership
Today’s post originally appeared in Forbes on December 21, 2018. How can companies ensure that they are ready to put the customer at the center of all they do? Customer-centric companies put the customer at the center of all they do; they ensure that they make...
by Annette Franz | Aug 21, 2019 | core values, culture, employee experience, leadership, Uncategorized, values
I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U.S....
by Annette Franz | May 29, 2019 | core values, culture, customer experience, employee experience, leadership, mission, purpose, servant leadership, truly human leadership, vision
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first...
by Annette Franz | May 15, 2019 | change, change management, culture change, customer experience, employee experience, leadership
How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki...
by Annette Franz | May 8, 2019 | customer experience, customer loyalty, employee experience, employee loyalty, growth, leadership, loyalty, profitability, service profit chain
I originally wrote today’s post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people – employees first, then customers – the numbers will come. This is a tough concept for a lot of executives to...
