by Annette Franz | Oct 29, 2025 | culture, customer experience, data, employee experience, leadership, metrics, process improvement, Uncategorized
Many years ago, I wrote about the concept of the The Streetlight Effect. It refers to a story or concept along the lines of: A drunk drops his keys in the dark. Instead of searching where he lost them, he scans under the streetlight. Why? Because that’s where the...
by Annette Franz | Apr 3, 2024 | culture, customer experience, customer-centric culture, CX strategy, process improvement, technology, Uncategorized
I wrote today’s post for Nextiva; it covers an important topic: how to scale your customer experience strategy and includes how you can implement tools like Nextiva to support that strategy. The only true and sustainable competitive advantage brands have today...
by Annette Franz | Jan 29, 2020 | customer experience, employee experience, employee feedback, employee happiness, employee loyalty, employee productivity, employee satisfaction, employees, process improvement, productivity, Uncategorized
I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019. In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must...
by Annette Franz | Jul 27, 2017 | culture, customer experience, employee experience, innovation, leadership, process improvement
Image courtesy of PixabayBut we’ve always done it that way!Is that one of the favorite sayings within your company? from your leaders?Or maybe it’s, “That’s just the way we do things around here.”Regardless, you never want to hear either...
by Annette Franz | Jan 19, 2017 | closed-loop process, competition, continuous improvement, innovation, process improvement, weak signals
Image courtesy of PixabayDo you know what it takes to stay ahead of the competition? Is that one of your business goals?I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the...
by Annette Franz | Sep 16, 2016 | impact analysis, lean management, process improvement, root cause
Image courtesy of PixabayHow do you identify and prioritize improvements within your organization?Last week, I wrote about the 5 Whys method, which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that...
