by Annette Franz | Aug 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...
by Annette Franz | May 28, 2020 | agile, change, customer experience, listen, listening, proactive, Uncategorized
In this week’s guest post, we continue the series with five customer experience industry veterans sharing their experiences from previous crises to help get through the current crisis. This post was written by Stephanie Thum, CCXP – with contributions from...
by Annette Franz | Oct 19, 2016 | customer experience, listen, metrics, understanding, voc, voice of customer
I originally wrote today’s post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.Are you listening to your customers? What are you doing with what you’ve heard?In order to transform the customer...
by Annette Franz | Sep 2, 2014 | communication, customer experience, listen, voice of customer, voice of employee
Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they’re finished talking?Stephen R. Covey said:Most people do not listen with the...
by Annette Franz | Jun 27, 2013 | customer experience, listen, voice of customer
Earlier this week, over the course of just four hours, I had two separate client conversations that had me scratching my head and asking: “Who are you doing this for?” The two conversations went something like this. Client #1: “We have all these...
by Annette Franz | Jun 22, 2012 | culture, customer experience, customer-centric culture, employee experience, empower employees, listen, measure, voice of customer, voice of employee
Becky Carroll presented to a small group of Customer Experience executives in San Diego last week; her presentation focused on creating loyalty through a customer-centric culture. She dives deeper into these three items in her book, The Hidden Power of Your Customers,...
