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...
by Annette Franz | Jun 25, 2019 | agile, analytics, data, insights
Today I’m pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul’s site on March 9, 2019. This is the second in two-part series from Paul about agile working. Find the first post in the series here. In my first post on...
by Annette Franz | Jun 20, 2019 | agile, analytics, culture, data, insights
Today I’m pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul’s site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more...
by Annette Franz | Aug 17, 2018 | customer experience, customer service, data, journey map, journey mapping
Image courtesy of CalabrioDid you know that data is a critical component of your journey maps?I’ve written a lot about journey maps and journey mapping over the last several years. I’ve also written about the importance of data to the journey mapping...
by Annette Franz | Jul 6, 2018 | analytics, customer experience, CX profession, data
Image courtesy of Pixabay I originally wrote today’s post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time. For a variety of...
by Annette Franz | May 23, 2018 | analytics, closed-loop process, customer feedback, data, feedback, survey design, surveys
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don’t do anything with the feedback or follow up with customers about what they heard. What a...
