by Annette Franz | Jun 28, 2023 | customer effort, customer expectations, customer experience, customer understanding, customer-centric, customer-centric culture, Uncategorized, voice of customer
For all the talk about customer-centricity, some businesses ironically downplay the actual voiceof the customer. They chase trends and make investments without fully considering how theseinitiatives will transform the customer experience. That’s how CCW starts...
by Annette Franz | Apr 28, 2021 | customer effort, customer experience, employee effort, ROI, Uncategorized
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort. In this post,...
by Annette Franz | Apr 21, 2021 | customer effort, customer experience, customer feedback, feedback, metrics, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies...
by Annette Franz | Feb 17, 2021 | automation, customer effort, customer experience, employee effort, employee experience, employee productivity, Uncategorized
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is...
by Annette Franz | Apr 21, 2020 | culture, customer effort, customer expectations, customer experience, customer experience design, customer experience journey, customer understanding, customer-centric culture, employee engagement, employee experience, Uncategorized
I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...
by Annette Franz | Nov 26, 2019 | customer effort, customer service, customer understanding, employee effort, journey map, journey mapping, keynote speaker, service blueprint, speakers, Uncategorized, understanding
I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am once again sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits...
