by Annette Franz | Mar 23, 2022 | action plan, closed-loop process, customer experience, data, governance, root cause, Uncategorized, voice of customer
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work? What is Action Planning? Action planning is a...
by Annette Franz | May 23, 2018 | analytics, closed-loop process, customer feedback, data, feedback, survey design, surveys
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don’t do anything with the feedback or follow up with customers about what they heard. What a...
by Annette Franz | Dec 27, 2017 | action, closed-loop process, continuous improvement, customer experience, customer feedback, voice of customer
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?...
by Annette Franz | May 2, 2017 | analytics, closed-loop process, customer feedback, data, insights, voice of customer
Are you taking action on your customer data? I like to write about taking action and actionable insights because there’s a serious lack of action when it comes to customer feedback. I’ve witnessed it for far too long. I’ve written about this topic a...
by Annette Franz | Jan 19, 2017 | closed-loop process, competition, continuous improvement, innovation, process improvement, weak signals
Image courtesy of PixabayDo you know what it takes to stay ahead of the competition? Is that one of your business goals?I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the...
by Annette Franz | Dec 9, 2014 | closed-loop process, communication, customer experience, voc, voice of customer
Image courtesy of PixabayDo you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don’t like about products...
