by Annette Franz | Sep 7, 2017 | commitment, communication, customer experience, customer feedback, customer-centric culture, voice of customer
Image courtesy of PixabayDo you know the top three secrets of VoC success?Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and...
by Annette Franz | May 24, 2017 | commitment, customer experience, CX strategy, employee engagement, tools
I originally wrote today’s post for Clicktools. It appeared on their blog on August 29, 2016.Quite simply: without employees, you have no customer experience.The linkage between employee engagement and experience and the customer experience has been proven....
by Annette Franz | Mar 16, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy
Image courtesy of Tax CreditsNo customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I’d compile a few ideas on how to move beyond the “no...
by Annette Franz | Mar 14, 2017 | budget, buy-in, commitment, customer experience, customer experience design, CX strategy, technology
Image courtesy of PixabayNo customer experience budget? I haven’t written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which...
by Annette Franz | Nov 15, 2016 | commitment, customer experience, leadership
You know that your customer experience initiatives will die in the planning stages if you don’t have executive commitment, right?I’ve written several times about the importance of having that executive buy-in and commitment for your customer experience...
by Annette Franz | Jun 7, 2016 | CEO, commitment, customer experience, executives, journey mapping
Image courtesy of PixabayHow are your journey mapping efforts coming along? You are mapping, aren’t you? (If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.)And you’re following all of the key...
