by Annette Franz | Aug 26, 2020 | business, business outcomes, corporate social responsibility, customer experience, employee experience, purpose, shareholder, stakeholder, Uncategorized
Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today. Last...
by Annette Franz | Aug 28, 2019 | chief customer officer, customer expectations, customer experience, employee experience, employees, purpose, Uncategorized
It all starts with CEO commitment. Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of...
by Annette Franz | May 29, 2019 | core values, culture, customer experience, employee experience, leadership, mission, purpose, servant leadership, truly human leadership, vision
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first...
by Annette Franz | Jul 11, 2017 | brand promise, customer-centric culture, CX vision, employee experience, guiding principles, leadership, purpose, values, vision
Image courtesy of PixabayDo you know the difference? There’s a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision...
by Annette Franz | Jul 2, 2013 | customer experience, customer focus, leadership, purpose
Image courtesy of PixabayWhat happens to the business when we get distracted?I can tell you, as I’m writing this post at 3:28am on Sunday morning when I should be sleeping, that distractions are not a good thing. They keep you from doing the things you’re...
by Annette Franz | May 28, 2013 | culture, leadership, purpose, strategy, vision
A couple months ago, I tweeted a post written by Maz Iqbal about strategy and culture and was asked a few days later by Trier Company to weigh in on the theme. In general, my thoughts align with Maz’s; I commented on his post as much, but I wanted to take a...
