Articles by Annette Franz
- Opinion
Gemba Walks Are Exposing Something Leaders Don’t Want To See
Let’s dig deeper into how Gemba works and why it wouldn’t. And what you need to ensure it’s successful.
- Opinion
Alignment Isn’t Consensus: Why “Disagree and Commit” Is a Leadership Advantage
Interpreted as agreement, as if true alignment only exists when everyone sees things the same way, feels the same way, and votes the same way.
- Practice Growth
Canaries in the Coal Mine: What Employees Know Before Leaders Do
Here’s what the canary in the coal mine looks like for employees and the employee experience.
- Opinion
The See-Do-Teach Method: A Proven Path to Personal and Professional Growth
They happen when people observe, practice, and pass on new ways of thinking and acting. It’s that grassroots groundswell that I often refer to.
- Practice Growth
Ten Foundational Principles of a Customer-Centric Organization
To get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity.
- Practice Growth
Are You Sales-Centric or Customer-Centric?
Customer-centricity can allow your organization to make far more money from your most valuable customers who will buy from you more often.
- Opinion
Great Change Is Preceded by Chaos
You’ll change when you want to. You’ll change when you need to. You’ll change when the pain is so bad that all you can do is change.
- Practice Growth
The Golden Rule or The Platinum Rule?
- Practice Growth
Developing Your Customer Experience Strategy
- Practice Growth
Do Leaders Really Care About Their Employees?
- Practice Growth
Culture: How Employees Act When No One Is Looking. How Does Your Company Do?
- Practice Growth
Expectations: The Mother of All Frustrations
- Practice Growth
6 Steps to Help You Put Customers at the Center of the Organization
- Practice Growth
Where, Oh Where, Has Common Sense Gone?
- Practice Growth
Can You Overcome a Culture of Distrust?
- Practice Growth
Empathy, Sympathy and Apathy; Why Your Client Service Team Needs to Understand All Three
- Practice Growth
Do You Know These 6 Customer Experience Performance Domains?
- Practice Growth
How to Redesign the Customer Experience With Four Moments of Truth
- Practice Growth
What Does 'Legendary' Customer Service Feel Like?
- Practice Growth
Innovators, Imitators, and Idiots
