by Annette Franz | Aug 27, 2013 | analytics, big data, closed-loop process, customer experience, data, EFM
This post was originally posted as a guest post on Etuma’s blog on 03/21/2013. Pearson’s law states: “When performance is measured, performance improves. When performance is measured and reported back, the rate of improvement accelerates.”...
by Annette Franz | Dec 26, 2012 | closed-loop process, data, EFM, feedback, surveys, voc, voice of customer
Image courtesy of PixabayAs we wrap up 2012 and think about how we’re going to do things better or differently in 2013, I thought I’d summarize some of the challenges those listening to the voice of the customer continue to face. You’re listening,...
by Annette Franz | Aug 2, 2012 | EFM, employee feedback, feedback, Net Promoter Score, NPS, survey design, surveys, voc, voe
I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we...
by Annette Franz | Apr 14, 2012 | EFM, feedback, mrx, NPS, operationalize, surveys, voc, voice of customer, voice of employee
“Feedback is the breakfast of champions” is a quote often attributed to Ken Blanchard, who is an author, speaker, management expert, and business consultant. I thought this would be a great quote to build on in today’s blog post. As we all know,...
by Annette Franz | Feb 2, 2012 | best practices, EFM, mrx, response rates, survey design, surveys, voc, voice of customer
I wrote several posts in January that I’ll call my “Successful Surveying Series.” Take a look at the four posts linked to below to learn how to:Design a surveyCreate compelling messaging/invitationsLearn the difference between response and completion...
by Annette Franz | Jan 31, 2012 | best practices, customer experience, customer satisfaction, customer-centric culture, EFM, employee feedback, empower employees, journey map, operationalize, voc, voice of customer, voice of employee
I thought it might be helpful to come up with a comparison of successful and failed VOC initiatives. The table below shows the things I’ve jotted down so far.Let me know if I’ve missed anything!
