by Annette Franz | Jan 2, 2015 | customer experience, customer-centric culture, training
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on August 21, 2014. If knowing is half the battle, what’s the other half?In the 1980s, there was a G.I. Joe cartoon series for kids that embodied good vs....
by Annette Franz | Dec 23, 2014 | customer experience, employee experience, marketing, storytelling, training
Image courtesy of PixabayAre you telling stories to engage your audience?Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition.Walking through the exhibit, you see that each artifact has a...
by Annette Franz | Aug 1, 2014 | customer experience, employee experience, journey map, training
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization?If you...
by Annette Franz | Oct 29, 2013 | coaching, customer experience, customer service, training
Image courtesy of PixabayWhen a book’s opening sentence includes the following phrase in bold, I know I want to read what the author has to say: “Good service is good business.”Simple concept, right? Treat customers well, and the business will...
by Annette Franz | Sep 19, 2013 | customer service, skills, training
Today I’m pleased to present a guest post by Amy Kirkegaard.Becoming a successful customer service representative is not as easy as you’d think. True, the majority of the population could probably pass as an average customer service representative, but it...
by Annette Franz | Jan 5, 2013 | coaching, customer experience, employee experience, training
Image courtesy of PixabayHave you made your 2013 New Year’s resolutions? Did they include any health and fitness goals for the year? In honor of that particular resolution, I thought this was a good time to make the connection between bodybuilding and the...
