by Annette Franz | May 23, 2018 | analytics, closed-loop process, customer feedback, data, feedback, survey design, surveys
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don’t do anything with the feedback or follow up with customers about what they heard. What a...
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 | Apr 13, 2012 | best practices, closed-loop process, communication, customer experience, customer loyalty, customer satisfaction, customer-centric culture, employee feedback, empower employees, operationalize, thank you
Your VOC initiative is about to get underway. You’ll be collecting feedback from your customers, partners, employees, vendors, etc. (I’ll collectively refer to them as “customers” for the purpose of this post.) But don’t forget...
by Annette Franz | Dec 3, 2019 | branding, communication, communication planning, customer experience, CX strategy, employee experience
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “the practice of...
by Annette Franz | Jul 22, 2026 | culture, customer experience, employee experience, leadership, learning, Uncategorized
Most leaders believe they’re listening – and learning. They run surveys, host a town hall or two, do the occasional Gemba walk. Then they step back, review the data, and declare themselves “informed.” But they’re not; they’re sampling. And sampling...
