by Annette Franz | Oct 18, 2017 | brand promise, communication, customer experience, employee experience, personas, training, understanding, values, vision
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It was published on their blog on April 24, 2017. When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a...
by Annette Franz | Sep 21, 2017 | communication, employee experience, management
Image courtesy of PixabayToday I’m pleased to share a guest post by Rae Steinbach.Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of...
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...
