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
As 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 DeRose and Noel Tichy wrote...
by Annette Franz | Jul 16, 2013 | consistency, customer experience, customer service, trust
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. But here’s where the...
by Annette Franz | Jun 11, 2013 | employee experience, leadership, trust
Image courtesy of Pixabay There are cat people, and there are dog people. But when you think about your leadership style, are you more like a cat or a dog? Never thought about cats, dogs, and leadership in the same sentence? Honestly, I hadn’t either. Then I had...
by Annette Franz | Mar 19, 2013 | customer experience, leadership, transparency, trust
Image courtesy of PixabayTrust in business is an important concept. I’ve written about it a few times in the past, so imagine my curiosity when Forbes published their list of America’s 100 Most Trustworthy Companies yesterday. Apparently this...
