by Annette Franz | Jan 13, 2021 | customer experience, customer feedback, feedback, survey design, surveys, Uncategorized, voice of customer
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.” Those words could not be truer when it comes to customer experience and to your business. Listening (to customers) is one of the most...
by Annette Franz | Dec 30, 2020 | customer experience, customer feedback, customer service, feedback, Uncategorized
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he...
by Annette Franz | Dec 23, 2020 | core values, customer experience, trust, Uncategorized
How do you define customer trust? How do your customers define trust as it relates to your brand? I’ve written about trust a lot – oftentimes with regard to the employee experience and your culture. Occasionally I’ve written about trust and the...
by Annette Franz | Dec 16, 2020 | customer experience, CX strategy, governance, Uncategorized
In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy...
by Annette Franz | Dec 9, 2020 | customer experience, CX career, CX profession, CX team, CXPA, people skills, skills, Uncategorized
Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the questions that you might have about what a CX team looks like, i.e., the make-up of the team, size of the team, who it reports to, budget responsibility,...
by Annette Franz | Nov 18, 2020 | appreciation, customer experience, employee experience, gratitude, thank you, Uncategorized
Here in the United States, we’ll be celebrating Thanksgiving next week. We may not all have a bountiful harvest to celebrate this year (perhaps some do), but we have a lot of other things to be thankful for. In case you missed it, I’ve written over the years about how...
