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...
by Annette Franz | Feb 22, 2023 | closed-loop process, customer feedback, employee feedback, feedback, root cause, Uncategorized, voice of customer, voice of employee
I originally wrote today’s post for NICE Ltd. It appeared on their site on December 8, 2022. Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy—providing your...
by Annette Franz | Aug 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...
by Annette Franz | Jun 15, 2022 | customer feedback, employee feedback, feedback, listening, Uncategorized, voice of customer, voice of employee
A couple months ago, I wrote a post titled, CX Journey™ Musings: The Challenges of Customer Listening. In it, I wrote about, well, some of the challenges that brands face as they embark on their customer listening work. I included things like: inducing survey fatigue,...
by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Feb 23, 2022 | culture, customer experience, customer feedback, customer-centric culture, insights, listening, Uncategorized, voice of customer
I’m pleased to share a guest post by Uma Bhat of Clootrack. Note: I’m one of the 102 customer experience experts included in Clootrack’s report. What are the biggest challenges that brands face when they want to implement an exceptional customer...
