by Annette Franz | Nov 1, 2017 | alignment, culture, culture change, guiding principles, leadership, mission, values, vision
Image courtesy of Pixabay Culture is best defined as “values plus behavior” and is often described as “how employees act when no one is looking.” Culture is such an important part of your business. It’s really the foundation of the...
by Annette Franz | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Jul 11, 2017 | brand promise, customer-centric culture, CX vision, employee experience, guiding principles, leadership, purpose, values, vision
Image courtesy of PixabayDo you know the difference? There’s a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision...
by Annette Franz | Jun 14, 2016 | culture, customer experience, customer-centric culture, employee experience, leadership, values
Image courtesy of PixabayWhat really happens to humans when they walk into their offices or places of employment?A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and...
by Annette Franz | May 27, 2015 | brand promise, coaching, customer experience, employee experience, journey map, leadership, training, values, vision
Image courtesy of PixabayHow do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same...
