by Annette Franz | Jul 22, 2026 | culture, customer experience, employee experience, leadership, learning, Uncategorized
Most leaders believe they’re listening – and learning. They run surveys, host a town hall or two, do the occasional Gemba walk. Then they step back, review the data, and declare themselves “informed.” But they’re not; they’re sampling. And sampling...
by Annette Franz | Apr 1, 2026 | culture, customer experience, employee experience, golden thread, leadership, learning, Uncategorized
There’s a simple phrase used by Dwayne Pride in the television series NCIS: New Orleans that has always stuck with me: “Learn things.” It’s deceptively simple. Pride uses it as shorthand with his team, to tell them to stay curious, investigate, and...
by Annette Franz | Feb 26, 2020 | business, games, learning, Uncategorized
Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog last year. I recently had the pleasure of visiting a business game being run over the course of two days for some management...
