by Annette Franz | Jan 8, 2016 | benchmarking, customer experience, innovation, metrics
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on July 16, 2015.Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable,...
by Annette Franz | Aug 31, 2012 | benchmarking, best practices, customer experience, innovation
Does “chasing the competition” describe your approach to product, services, or customer experience design? Are you more focused on what your competitors are doing than on your own business and your own customer experience strategy?If you answered...
by Annette Franz | Dec 19, 2011 | analytics, benchmarking, big data, crm, customer experience, data, voc, voice of customer, voice of employee
This is the third post in a five-part series about the key components of a CX framework. Gather Data The next key component of the CX framework is the data. For whatever reason, every time I hear the word “data,” I am reminded of a scene in a Jimmy...
by Annette Franz | Dec 6, 2011 | benchmarking, customer experience
This blog was originally published by me on 08/24/2010 at http://blog.allegiance.com/2010/08/benchmarking/My Facebook status today reads, “I’m hoping this morning’s travels will inspire another interesting blog post.” Right after I posted that, a thought popped into...
