by Annette Franz | Feb 19, 2020 | customer expectations, customer experience, customer feedback, employee feedback, feedback, survey design, surveys, Uncategorized, voice of customer, voice of employee, voice of partner
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
by Annette Franz | Jan 8, 2020 | customer experience, customer feedback, data, feedback, voice of business, voice of customer
I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018. Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver a great experience...
by Annette Franz | Dec 18, 2019 | customer experience, customer feedback, empower employees, frontline employees, voice of customer
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don’t just ask customers about the experience in surveys,...
by Annette Franz | Oct 16, 2019 | customer feedback, employee feedback, feedback, touchpoint mapping, Uncategorized, voice of customer, voice of employee
The following is an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Every department in your company thirsts...
by Annette Franz | Jul 31, 2019 | customer feedback, feedback, market research, survey design, surveys, Uncategorized
Being a CX professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Over the weekend, Seth Godin published...
by Annette Franz | Jul 16, 2019 | analytics, customer experience, customer feedback, data, insights, journey mapping, personas
With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
