by Annette Franz | Apr 12, 2023 | culture, customer-centric culture, employee engagement, employee experience, leadership, truly human leadership, Uncategorized, workplace
I recently saw this quote by Bill Marklein: Culture is how employees’ hearts and stomachs feel about Monday morning on Sunday night. I love that. It’s so true. I really believe that, if your company had a strong and healthy culture, the “Sunday...
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 22, 2023 | communication, communications, customer expectations, customer experience, customer journey, journey map, journey mapping, Uncategorized
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. Check out the post and add your thoughts, but in short, I waited an hour to see the doctor, at which point I popped my head out of the room I was in...
by Annette Franz | Mar 15, 2023 | closed-loop process, customer feedback, data, employee effort, employee experience, Uncategorized, voice of customer
Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback. Critical to...
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 | Mar 1, 2023 | brand promise, communication, core values, culture, customer experience, customer-centric culture, employees, empower employees, frontline employees, journey mapping, personas, service blueprint, Uncategorized, vision, voice of customer
Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
