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...
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...
