by Annette Franz | May 8, 2019 | customer experience, customer loyalty, employee experience, employee loyalty, growth, leadership, loyalty, profitability, service profit chain
I originally wrote today’s post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people – employees first, then customers – the numbers will come. This is a tough concept for a lot of executives to...
by Annette Franz | Jan 24, 2018 | customer experience, employee experience, leadership, profitability, value
Image courtesy of PixabayDoes your company put profits before people?I bring this up because I’ve seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales...
by Annette Franz | Aug 15, 2013 | brand, customer experience, employee engagement, profitability
How engaged are your employees? Do you have a way to accurately measure their engagement levels? How do you create a culture of “living the brand” that leads to engaged employees and customers as well as financial rewards for the business?Are you nodding...
by Annette Franz | Feb 24, 2012 | customer experience, customer loyalty, customer satisfaction, profitability, segments
On Tuesday, I took a look at the Apostle Model, which segments customers by their ratings to two survey questions: overall satisfaction and likelihood to repurchase. Today I look at another approach to segmenting customers in a meaningful way that was presented...
