by Annette Franz | Feb 9, 2022 | culture, customer experience, customer retention, customer-centric, customer-centric culture, employee experience, employee retention, growth, leadership, metrics, Uncategorized
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove...
by Annette Franz | Jan 5, 2022 | metrics, Uncategorized, user experience, user reserach
I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how...
by Annette Franz | Dec 1, 2021 | customer experience, customer-centric, growth, metrics, people-centric, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer...
by Annette Franz | Apr 21, 2021 | customer effort, customer experience, customer feedback, feedback, metrics, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies...
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 | Feb 27, 2019 | customer experience, metrics, NPS, voice of customer
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different...
