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...
by Annette Franz | Mar 28, 2018 | business outcomes, customer experience, desired outcomes, employee experience, metrics, success, success metrics
Image courtesy of Unsplash How do you measure success of your customer experience initiatives? For any type of project or initiative that you undertake, it’s important to be able to track progress and measure success. In order to do that, you must first outline...
by Annette Franz | Nov 17, 2016 | customer experience, metrics, outcomes
Today I’m pleased to share a guest post by Martha Brooke of Interaction Metrics.Are you achieving your goals for the customer experience? If not, you’re probably not measuring in the right way. Learn what that way is.Goals:Companies want to give and get value...
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...
