by Annette Franz | Jan 28, 2026 | action, culture, customer feedback, employee feedback, feedback, leadership, listening, Uncategorized, voice of customer, voice of employee
Fact: Most organizations listen more than they act. They survey employees, capture customer feedback, and publish dashboards filled with insight (well, with numbers). And yet, the same issues persist quarter after quarter. Trust erodes. Participation declines. Leaders...
by Annette Franz | May 22, 2024 | customer experience, customer feedback, customer understanding, feedback, Uncategorized, voice of customer
I originally wrote today’s post for CX Network. It appeared on their site on March 19, 2024. Customer feedback is the life blood of a customer-centric organization. As I like to say, customer understanding is the cornerstone of customer-centricity. Getting feedback...
by Annette Franz | Mar 20, 2024 | customer experience, customer feedback, customer understanding, data, feedback, listening, online reviews, social media, surveys, Uncategorized
Earlier this week, Marketing Charts shared the results of a study conducted by Qualtrics XM Institute that looked at whether or not customers shared feedback about their experiences – and with whom or how they shared that feedback. There’s this...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Sep 27, 2023 | customer experience, customer feedback, data, digital, feedback, Uncategorized, voice of customer
I originally wrote today’s post for Concentrix. It recently appeared on their site. The race toward digital transformation is on, with investments in these efforts expected to reach $3.4 trillion in 2026. Brands that are just beginning their journey to digitize are...
by Annette Franz | Mar 15, 2023 | closed-loop process, customer feedback, data, employee effort, employee experience, Uncategorized, voice of customer
Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback. Critical to...
