by Annette Franz | May 2, 2017 | analytics, closed-loop process, customer feedback, data, insights, voice of customer
Are you taking action on your customer data? I like to write about taking action and actionable insights because there’s a serious lack of action when it comes to customer feedback. I’ve witnessed it for far too long. I’ve written about this topic a...
by Annette Franz | Jan 11, 2017 | analytics, customer experience, data, voice of customer
Image courtesy of PixabayI originally wrote this post for CXpert. It appeared on their blog in August, 2016.I’m often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements have we seen or...
by Annette Franz | Jul 21, 2016 | analytics, customer experience, data, insights, journey map, root cause
Image courtesy of PixabayToday I’m pleased to share part two of a two-part guest post by Paul Laughlin. For the second part of this two-part series on insight generation for product development, I return to that “brown paper” exercise.You may recall...
by Annette Franz | Jul 14, 2016 | analytics, customer experience, data, insights
Image courtesy of Pixabay Today I’m pleased to share part one of a two-part guest post by Paul Laughlin. I often write about topics like better target marketing or marketing effectiveness measurement. So it seems like a natural next step to cover how to ensure...
by Annette Franz | May 19, 2016 | analytics, data, insights, market research
Image courtesy of PixabayToday I’m pleased to share a guest post by Paul Laughlin.When I talk with research leaders across the UK (and Europe), I consistently hear some common woes.The problem for research leaders todayMany feel under-utilised and almost all...
by Annette Franz | Apr 1, 2016 | customer experience, customer feedback, data, listening, observation
Today I’m pleased to share a guest post by Josh Stern, CEO of Reality Based Group. Strategic decisions are only as good as the information upon which they are based. Currently, most business leaders face the challenge of discerning the quality of information...
