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Author: Annette Franz

By Annette Franz
in Agent Engagement
on Apr 5, 2016

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System,...

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By Annette Franz
in Agent Engagement
on Feb 23, 2016

The Challenges of Employee Retention

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive...

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By Annette Franz
in Best Practices / Metrics
on Jan 25, 2016

Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they...

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By Annette Franz
in Customer Experience
on Dec 17, 2015

Linking Customer Experience and Partner Success

Continuing on from last month's post about partners and their importance to your ecosystem... you need to make sure you...

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By Annette Franz
in Customer Experience
on Nov 18, 2015

Partners are Part of the Omnichannel Equation

Are you considering all of your channels when you think about the omnichannel experience? In last month's post, I wrote...

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By Annette Franz
in Customer Experience
on Oct 15, 2015

Improve the Omnichannel Experience, Reduce Customer Effort

Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention...

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By Annette Franz
in Corporate Culture
on Sep 17, 2015

What Does Herd Mentality Have to Do with Your Customer Experience Strategy?

Are you following the herd or defining your own path to success? In business and in life, there's this crazy...

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By Annette Franz
in Customer Experience
on Aug 20, 2015

Use Customer Voice to Pull Your Company Out of an Innovation Rut

How do you drive innovation within your organization? Do you think outside of the box to think outside of the...

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By Annette Franz
in Best Practices / Metrics
on Jul 16, 2015

Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to...

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By Annette Franz
in Corporate Culture
on Jun 18, 2015

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and...

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