by Annette Franz | Jan 17, 2012 | EFM, email content, response rates, trust, voc, voice of customer, voice of employee
Last week, I posted a mini-series on maximizing survey response rates in which I mentioned the importance of survey invitation and reminder content, deliverability, and timing. In today’s post, I’ll delve a bit deeper into content and deliverability...
by Annette Franz | Jan 12, 2012 | customer experience, customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, voc, voice of customer, voice of employee
This is the second part of my mini-series on how to maximize your survey responses rates. Thanks for reading the first part and coming back for this one! Let’s dive right in.If you execute well on the following 10 items, you should have great success in...
by Annette Franz | Jan 11, 2012 | customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, validity, voc, voice of customer, voice of employee
Yesterday I wrote about guidelines for proper survey design. Today’s post is the first in a two-part series about how to maximize your returns on that well-designed survey. I’ve written on this topic before, namely for an article for CustomerSat’s...
by Annette Franz | Jan 4, 2012 | customer experience, customer satisfaction, customer-centric culture, EFM, employee engagement, employee feedback, empower employees, touchpoints, voc, voice of customer, voice of employee
This is the fifth post in a five-part series about the key components of a CX framework. It’s time to put the finishing touches on this five-part series and write about the fifth and final component of the CX transformation, Putting it to Work. Put it to Work...
by Annette Franz | Nov 13, 2011 | EFM, employee engagement, employee feedback, employee relationships
This blog was originally published by me on 07/19/2010 at http://blog.allegiance.com/2010/07/employee-satisfaction-surveys/.For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives...