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...
by Annette Franz | Nov 3, 2021 | customer experience, customer feedback, data, feedback, insights, Uncategorized, voice of customer
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands...
by Annette Franz | Apr 21, 2021 | customer effort, customer experience, customer feedback, feedback, metrics, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies...
by Annette Franz | Jan 20, 2021 | action, customer feedback, surveys, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on August 25, 2019. This excerpt contains a link at the end to the full article. You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your...
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...
