by Annette Franz | Mar 29, 2023 | culture, customer experience, customer-centric culture, employee experience, silos, Uncategorized
There’s a lot of talk about organizational silos and how they affect the employee experience, the customer experience, and the business overall. Many say that silos should be broken down. But should they be broken down, or should they be connected? Over the...
by Annette Franz | Mar 8, 2023 | collaboration, communication, culture, customer experience, employee experience, leadership, silos, Uncategorized
I originally wrote today’s post for Medallia. It appeared on their site on December 14, 2022. Fact: Your brand has connected customers. That shouldn’t be a surprise. These are customers who interact with your brand via your website, their mobile phones, your apps,...
by Annette Franz | Feb 1, 2023 | culture, customer experience, customer-centric culture, employee experience, silos, Uncategorized
Last week, I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out. My focus was on deliberately designing a customer-centric culture, getting leaders committed and...
by Annette Franz | Jan 3, 2018 | culture, customer-centric culture, leadership, silos
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX; it was published on their blog on July 26, 2017. In last July’s webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. (There are more than nine, without a...
by Annette Franz | Dec 6, 2017 | collaboration, culture, employee experience, leadership, silos, teamwork
Image courtesy of PixabayDoes your company suffer from the “not my job (NMJ) syndrome?” When was the last time you heard someone being asked to do some task that wasn’t outlined in their job description, only to respond with, “That’s not...
by Annette Franz | Sep 20, 2016 | CCO, customer experience, governance, guiding principles, journey map, leadership, silos
Image courtesy of PixabayIs your organization suffering from silo-itis?If you answered that question with a “yes,” you’re absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos – and...
