by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Oct 19, 2016 | customer experience, listen, metrics, understanding, voc, voice of customer
I originally wrote today’s post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.Are you listening to your customers? What are you doing with what you’ve heard?In order to transform the customer...
by Annette Franz | Jun 28, 2016 | customer experience, metrics, voice of customer
Which metrics have you selected to track your customer experience improvement efforts? I’ve got a lot of questions about the metric(s) you’ve chosen to measure customer sentiment about the experience with your company and to track your progress toward...
