by Annette Franz | Feb 2, 2012 | best practices, EFM, mrx, response rates, survey design, surveys, voc, voice of customer
I wrote several posts in January that I’ll call my “Successful Surveying Series.” Take a look at the four posts linked to below to learn how to:Design a surveyCreate compelling messaging/invitationsLearn the difference between response and completion...
by Annette Franz | Feb 1, 2012 | best practices, customer experience, customer service, customer-centric culture, journey map, operationalize, survey design, touchpoint mapping, voc, voice of customer, voice of employee
I’ve listed below my top five blog posts for the month of January based on views and tweets. Thank you so much for taking the time to stop by, read what I write, and share with your friends and followers.1. Key Components of a VOC Initiative – Links to...
by Annette Franz | Jan 31, 2012 | best practices, customer experience, customer satisfaction, customer-centric culture, EFM, employee feedback, empower employees, journey map, operationalize, voc, voice of customer, voice of employee
I thought it might be helpful to come up with a comparison of successful and failed VOC initiatives. The table below shows the things I’ve jotted down so far.Let me know if I’ve missed anything!
by Annette Franz | Jan 24, 2012 | best practices, brand promise, customer experience, customer service, customer-centric culture, employee engagement, empower employees, operationalize, trust
I was looking through some old files last week and came across something I had written a couple of years ago about how to go from collecting feedback to creating a service culture, especially among your frontline staff/teams.My thoughts haven’t really changed...
