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 | Aug 1, 2017 | communication, customer experience, customer service
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It appeared on their blog on November 28, 2016.Do you train your employees to talk to customers in company language or in customer language?Did you realize that your company has a language?...
by Annette Franz | Jun 22, 2017 | communication, customer experience, customer-centric culture, journey mapping, training, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It was published on their blog on October 25, 2016.In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at...
by Annette Franz | Jan 4, 2017 | communication, customer experience
Image courtesy of GMC SoftwareHow do you know you’re achieving customer experience excellence?Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience...
by Annette Franz | Nov 30, 2016 | communication, customer experience, customer service, journey mapping
Image courtesy of GMC SoftwareWhat are you doing to bring your customer communications into the 21st century and into alignment with customer expectations?Companies are making a huge effort to move their customer communications from traditional channels to the digital...
by Annette Franz | Apr 24, 2015 | communication, customer experience, leadership, transformation
Image courtesy of PixabayHow’s your customer experience transformation coming along?I’m sure you’ve heard (or recall) Hans Christian Andersen’s story, The Ugly Duckling. If not, here’s a quick refresher: It’s the story of a...
