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...
by Annette Franz | Sep 6, 2016 | continuous improvement, process improvement, root cause, tools
Have problems? How are you solving them so that they never happen again?How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA?Conducting some...
by Annette Franz | May 24, 2016 | customer experience, customer experience design, process improvement
Image courtesy of PixabayDo your customer experience improvement efforts suffer from the Streetlight Effect?Have you heard the story about the drunk who is asked why he’s looking for his lost wallet under the streetlight, rather than where he thinks he dropped...
