by Annette Franz | Apr 14, 2015 | change, change management, customer experience, process improvement
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on October 22, 2014. How well do you vet any process improvements or other changes within your organization before you make them?I’ve used this quote,...
by Annette Franz | Jan 23, 2015 | customer effort, customer experience, customer service, process improvement
Image courtesy of PixabayI originally wrote today’s post for Intradiem on September 25, 2014.Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?There’s a marketing maxim that...
by Annette Franz | Jan 6, 2015 | customer experience, process improvement, trends
Image courtesy of PixabayIt’s that time of the year again… Pundits are making their predictions about customer experience, marketing, and more: what’s the next big thing coming in the new year and what should everyone be focusing on. As...
by Annette Franz | Oct 17, 2014 | leadership, process improvement
Image courtesy of PixabayI originally wrote today’s post for EQ List on August 10, 2014.I recently wrote a post called Time to Kill a Customer Experience Snake, in which I outlined Jim Barksdale’s Three Rules of Business and how they relate to improving...
by Annette Franz | Sep 11, 2014 | customer experience, employee experience, process improvement, voice of customer, voice of employee
Image courtesy of PixabayWhen you make organizational improvements – be they for the benefit of employees and/or customers – are your efforts spot on or misguided? I recently read an article about a new dress code being imposed on Wal-Mart employees...
by Annette Franz | Aug 19, 2014 | culture, customer experience, employee experience, leadership, process improvement
Image courtesy of PixabayHow can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?When a colleague asks you why you do things a certain way, do you find yourself responding, “I don’t...
