by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Feb 23, 2022 | culture, customer experience, customer feedback, customer-centric culture, insights, listening, Uncategorized, voice of customer
I’m pleased to share a guest post by Uma Bhat of Clootrack. Note: I’m one of the 102 customer experience experts included in Clootrack’s report. What are the biggest challenges that brands face when they want to implement an exceptional customer...
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 | May 7, 2020 | customer experience, customer understanding, listening, metrics, Net Promoter Score, online reviews, Uncategorized
Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. When most of us think of plagues or epidemics we think of victims who break out with red spots all over their bodies or egg-sized buboes that ooze pus and blood. But think about the...
by Annette Franz | Apr 17, 2019 | listening, survey design, surveys, voice of customer
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven’t prioritized or categorized these mistakes, but take a close look at each...
by Annette Franz | Dec 6, 2018 | customer experience, cxjourney, journey mapping, listening, personas, understanding
Image courtesy of Shep Hyken/ABRLet’s put the “customer” into customer experience.What does that mean?If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the...
