by Annette Franz | Sep 14, 2022 | customer experience, customer journey, data, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on June 7, 2022. Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and...
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 | Apr 6, 2022 | customer experience, CX profession, data, insights, Uncategorized, voice of customer
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came across my desk, and I took a run through what they uncovered. The following three topics were touted as...
by Annette Franz | Mar 23, 2022 | action plan, closed-loop process, customer experience, data, governance, root cause, Uncategorized, voice of customer
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work? What is Action Planning? Action planning is a...
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 | Oct 7, 2020 | brand, customer experience, customer understanding, data, employee experience, innovation, insights, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on April 27, 2020. Is it time for a brand refresh? I know that’s probably not top of mind for you at this very moment, given the current crisis facing the world, but maybe it should be. Business...
