by Annette Franz | Nov 30, 2022 | business, customer experience, employee experience, leadership, tools, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
by Annette Franz | Nov 9, 2022 | core values, culture, customer-centric, customer-centric culture, employee experience, leadership, people-centric, product design, Uncategorized
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it...
by Annette Franz | Oct 12, 2022 | culture, culture change, employee experience, leadership, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on July 21, 2022. Probably one of the hottest topics in the business world today is the Great Resignation (Reshuffle, Reset, Renegotiation, Rethink, Reimagination, etc.). I love it. I’ve been...
by Annette Franz | Jun 22, 2022 | employee engagement, employee experience, employee retention, leadership, servant leadership, truly human leadership, Uncategorized
I’ve written many times about the importance of the employee experience, both on its own and in connection with the customer experience. We cannot talk about (and do something about) the employee experience enough these days. It’s a mess. (Consider this:...
by Annette Franz | Jun 1, 2022 | core values, culture, customer-centric culture, leadership, Uncategorized
I originally wrote this post for Shep Hyken’s site. It appeared on his blog on March 21, 2022. Have you heard the saying, “A fish rots from the head down?” It means that the problem starts at the top, with your leadership team. Guess what? Your culture rots from...
