by Annette Franz | Aug 27, 2013 | analytics, big data, closed-loop process, customer experience, data, EFM
Image courtesy of jannekestaaksThis post was originally posted as a guest post on Etuma’s blog on 03/21/2013.Pearson’s law states: “When performance is measured, performance improves. When performance is measured and reported back, the rate of...
by Annette Franz | Dec 26, 2012 | closed-loop process, data, EFM, feedback, surveys, voc, voice of customer
Image courtesy of PixabayAs we wrap up 2012 and think about how we’re going to do things better or differently in 2013, I thought I’d summarize some of the challenges those listening to the voice of the customer continue to face. You’re listening,...
by Annette Franz | Sep 6, 2012 | closed-loop process, communication, feedback, voice of customer
Image courtesy of 10chYou know the drill: Put the customer at the center of every conversation and every decision made by your company. How many companies are really doing this?As I sometimes do, I’m going to put a slightly different twist on “customer at...
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...
