by Annette Franz | Mar 26, 2013 | apostle model, customer experience, customer satisfaction, metrics, segments
I started my CEM Toolbox series back in January and haven’t kept up with it at all. There have just been so many great things to write about since then. I’ll strive to get back to it, and if you have any suggestions for the Toolbox, I’m all ears!Last...
by Annette Franz | Feb 21, 2012 | apostle model, brand, communication, customer experience, customer satisfaction, customer-centric culture, loyalty, operationalize, touchpoints, voice of customer
Many years ago (o gosh – many, many years ago), I started my career in this VOC space at J.D. Power and Associates. We did some great work there at the time, and I’m so blessed to have started my career in this industry there. (Ask my dad, a 44-year...
by Annette Franz | Nov 30, 2011 | apostle model, customer experience, customer service
Aaah, Black Friday… the day (or day and a half, whatever it’s turned into now) when shoppers attack each other to buy toys and electronics at bargain basement prices (or, are they?), and retailers smile from ear to ear as they get back in “the...
