by Annette Franz | Mar 24, 2016 | customer effort, customer satisfaction, metrics, Net Promoter Score, surveys
Image courtesy of avreneToday I’m pleased to share a guest post by Adam Rogers at Kayako.There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are?When measuring...
by Annette Franz | Feb 25, 2016 | customer effort, customer experience, multichannel experience, omnichannel
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? It’s probably time to make that a priority, if it isn’t...
by Annette Franz | Oct 20, 2015 | customer effort, customer experience, employee effort, employee experience
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on April 23, 2015. There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization,...
by Annette Franz | Jul 21, 2015 | customer effort, employee engagement, employee experience, productivity
I originally wrote today’s post for Intradiem. It appeared on their blog on February 19, 2015.Is this the secret to employee engagement?I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the...
by Annette Franz | Feb 24, 2015 | customer effort, customer experience, employee experience
Image courtesy of PixabayWhich is more important: the last mile or the extra mile?A couple months ago, I wrote about first and last impressions, posing a similar question there: which is more important? Today I’m wondering about the last mile and the extra...
by Annette Franz | Jan 23, 2015 | customer effort, customer experience, customer service, process improvement
Image courtesy of PixabayI originally wrote today’s post for Intradiem on September 25, 2014.Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?There’s a marketing maxim that...
