by Annette Franz | Sep 9, 2014 | employee engagement, employee experience, leadership, trust
Image courtesy of PixabayHow is low trust impacting your organization? Your business results? I’ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust, Richard Fagerlin reached out to me about his book...
by Annette Franz | Jul 22, 2014 | brand promise, customer experience, guarantee, trust
Image courtesy of PixabayShould companies offer guarantees for their products and services? Or is the better question, why don’t they?I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as...
by Annette Franz | May 13, 2014 | culture, employee engagement, employee experience, leadership, trust
Image courtesy of PixabayWhat does a culture of distrust look like?I’ve written a lot about trust in my blog over the last several years, much of it devoted to how it relates to the customer experience and customer relationships; there have been a few posts...
by Annette Franz | Jan 21, 2014 | brand expectations, customer experience, trust
Image courtesy of PixabayI originally wrote this post for Shep Hyken’s blog on December 13, 2013. I’ve made some updates to the original.It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite...
by Annette Franz | Oct 8, 2013 | customer service, employee experience, frontline employees, trust
Image courtesy of GexydafAs we move through Customer Service Week 2013, what are you doing to help your employees deliver the best customer service possible?I recently read an article by Holly Regan of Software Advice in which she introduced a concept that Chris...
by Annette Franz | Jul 16, 2013 | consistency, customer experience, customer service, trust
Image courtesy of nunnun I love Starbucks, but Starbucks annoys me, too. Do you have that kind of love/hate relationship with the brand? I enjoy going to Starbucks for the many reasons that you probably do, including the friendly staff and the inviting environment....
