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...
by Annette Franz | Sep 19, 2018 | customer experience, employee experience, listening, voice of customer, voice of employee
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on March 22, 2018.Naysayers have been shouting “Surveys are dead!” from rooftops for a couple of years now. Well, they’re not dead (yet), but...
by Annette Franz | Sep 27, 2017 | feedback, listening, response rates, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayHow can you be sure that your VoC initiative stays fresh and relevant?Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your...
by Annette Franz | Nov 2, 2016 | customer experience, customer feedback, listening, voice of customer
Image courtesy of PixabayFor today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you’re delivering your customer experience – without...
by Annette Franz | Apr 15, 2016 | analytics, customer experience, listening, voice of customer
Image courtesy of PixabayDo you survey and listen to customers ad nauseum?Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? Do you research a topic (or...
