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...
by Annette Franz | Nov 16, 2022 | culture, customer understanding, customer-centric, customer-centric culture, employee experience, employee understanding, golden rule, governance, leadership, metrics, people-centric, platinum rule, Uncategorized
In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
by Annette Franz | Mar 23, 2022 | action plan, closed-loop process, customer experience, data, governance, root cause, Uncategorized, voice of customer
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work? What is Action Planning? Action planning is a...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
by Annette Franz | Dec 16, 2020 | customer experience, CX strategy, governance, Uncategorized
In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy...
by Annette Franz | Jun 3, 2020 | culture, customer experience, customer experience design, customer-centric culture, governance, Uncategorized
A couple weeks ago, Sarah Simon shared her thoughts on warring factions experienced within many corporations around the world, specifically, the lack of unity between CX teams and other parts of the organization that are also trying to understand the customer and...
