by Annette Franz | Dec 3, 2019 | branding, communication, communication planning, customer experience, CX strategy, employee experience
According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.” Gartner defines it as “the practice of...
by Annette Franz | Feb 9, 2012 | best practices, communication, communication planning, customer-centric culture, voc, voice of customer
Earlier this week, I wrote a blog about a key best practice in your VOC initiative: the need to clearly communicate your efforts, not only throughout your organization but to your customers, as well. Today I’ll outline the various communication needs, explain...
by Annette Franz | Feb 8, 2012 | best practices, communication, communication planning, trust, voc, voice of customer, voice of employee
Image courtesy of PixabayLast year I gave a presentation titled, “Top 3 VOC Best Practices.” I started off the presentation by asking the audience to give me some of their best practices – and then I moved into my top three: communication,...
