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 | Aug 9, 2012 | best practices, continuous improvement, customer experience, customer loyalty, leadership, raving fans
Can you handle one more post about the many lessons learned from the Olympics? Personally, I love it. I’m glad that so many people are inspired by the athletes; the discipline needed to qualify, compete, and achieve their goals; their performances, and the...
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 | Mar 27, 2012 | appreciation, best practices, communication, culture, customer experience, customer service, customer-centric culture, empower employees, thank you
Is writing thank you cards or notes a lost art? Does anyone still do that? Silent gratitude isn’t much use to anyone. ~G.B. Stern My older son’s birthday was last month; he had a party and received gifts from family and friends. Before the birthday...
by Annette Franz | Feb 9, 2012 | best practices, communication, communication planning, customer-centric culture, voc, voice of customer
Earlier this week, I wrote a blog about a key best practice in your VOC initiative: the need to clearly communicate your efforts, not only throughout your organization but to your customers, as well. Today I’ll outline the various communication needs, explain...
by Annette Franz | Feb 8, 2012 | best practices, communication, communication planning, trust, voc, voice of customer, voice of employee
Image courtesy of PixabayLast year I gave a presentation titled, “Top 3 VOC Best Practices.” I started off the presentation by asking the audience to give me some of their best practices – and then I moved into my top three: communication,...
