Annette Franz (Gleneicki)

I originally published today’s post for Oracle CX. It appeared on their site on March 20, 2019.

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.

I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019.

This post was originally published and shared on CCW Digital on February 19, 2020.

This week, I’m continuing my series about lessons and takeaways from the crisis we are living through right now.

Over the last few weeks, I’ve been writing about lessons and takeaways from the current crisis. This week, I’m channeling a post I wrote years ago called Do We Care About Brands?, which I shared again recently on social media. After re-reading that, it had me asking, “What about brands? Do they really care about us?”

People don’t care how much you know until they know how much you care.

-Theodore Roosevelt

A few months ago, I wrote a detailed post about employee experience called What Exactly is Employee Experience? In that post, I shared:

It’s not just about the impact on the customer experience – it’s also about the impact on employees. It’s about treating them like humans, not like cogs in the wheels of corporate success. It’s ultimately about caring about people like people.