by Annette Franz | May 12, 2021 | customer experience, customer success, productivity, Uncategorized
There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer...
by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
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 | Jan 9, 2019 | change, efficiency, employee productivity, execution, productivity
Sleeping (not dead!) horse image courtesy of PixabayI challenge you think about things differently in 2019.What got us here won’t get us there, right?I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt...
by Annette Franz | Sep 8, 2015 | cooperation, efficiency, employee effort, employee experience, leadership, productivity, teamwork
Image courtesy of PixabayLooks like I’m on a productivity kick at the moment. Last week, I wrote about the difference between busy work and real work in your customer experience transformation.Today, I’m inspired by this TED@BCG London Talk by Yves...
by Annette Franz | Jul 21, 2015 | customer effort, employee engagement, employee experience, productivity
I originally wrote today’s post for Intradiem. It appeared on their blog on February 19, 2015.Is this the secret to employee engagement?I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the...
