by Annette Franz | Jan 28, 2026 | action, culture, customer feedback, employee feedback, feedback, leadership, listening, Uncategorized, voice of customer, voice of employee
Fact: Most organizations listen more than they act. They survey employees, capture customer feedback, and publish dashboards filled with insight (well, with numbers). And yet, the same issues persist quarter after quarter. Trust erodes. Participation declines. Leaders...
by Annette Franz | Jul 23, 2025 | action, closed-loop process, customer experience, customer understanding, customer-centric, customer-centric culture, data, feedback, insights, journey mapping, operationalize, personas, Uncategorized
I still see people using the term “customer-centric” incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it...
by Annette Franz | May 22, 2024 | customer experience, customer feedback, customer understanding, feedback, Uncategorized, voice of customer
I originally wrote today’s post for CX Network. It appeared on their site on March 19, 2024. Customer feedback is the life blood of a customer-centric organization. As I like to say, customer understanding is the cornerstone of customer-centricity. Getting feedback...
by Annette Franz | May 1, 2024 | analytics, artificial intelligence, customer experience, customer experience design, customer service, feedback, personalization, Uncategorized
Today’s post, which I wrote for NICE, covers the power of artificial intelligence when it comes to delivering a great customer experience. In today’s fast-paced and highly competitive business landscape, designing and delivering an exceptional customer...
by Annette Franz | Mar 20, 2024 | customer experience, customer feedback, customer understanding, data, feedback, listening, online reviews, social media, surveys, Uncategorized
Earlier this week, Marketing Charts shared the results of a study conducted by Qualtrics XM Institute that looked at whether or not customers shared feedback about their experiences – and with whom or how they shared that feedback. There’s this...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
