by Annette Franz | Jan 16, 2014 | closed-loop process, customer experience, voice of customer
Today I’m pleased to present a guest post by James Lawther. In the late 1960’s, Eric Clapton found a second hand Fender Stratocaster for sale in a guitar shop in London. He paid £150 for it and gave it the nickname “Brownie.” In 1970 he used Brownie to record...
by Annette Franz | Aug 27, 2013 | analytics, big data, closed-loop process, customer experience, data, EFM
This 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 improvement accelerates.”...
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
You 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 the center of 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...
