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...
by Annette Franz | Apr 27, 2022 | change, change management, leadership, Uncategorized
The work that we do as customer experience professionals can often be summed up as change management – or change leadership. One of the key and critical parts of this change management effort is to ensure we have executive commitment for the work that lies...
by Annette Franz | Mar 9, 2022 | customer experience, employee engagement, employee experience, leadership, Uncategorized
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? To answer that question, I’ll just say, “No.” Well, not all of them, anyways. I’ve been in...
by Annette Franz | Feb 9, 2022 | culture, customer experience, customer retention, customer-centric, customer-centric culture, employee experience, employee retention, growth, leadership, metrics, Uncategorized
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove...
by Annette Franz | Feb 2, 2022 | common sense, leadership, servant leadership, trust, Uncategorized
The title of this blog post is the title of one of the last chapters in Randy Conley’s and Ken Blanchard’s new book, published this week and available on Amazon: Simple Truths of Leadership: 52 Ways to Be a Servant Leader and Build Trust. It summarizes...
