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 | Aug 2, 2012 | EFM, employee feedback, feedback, Net Promoter Score, NPS, survey design, surveys, voc, voe
I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we...
by Annette Franz | Jul 10, 2012 | customer effort, customer experience, customer satisfaction, employee satisfaction, metrics, Net Promoter Score, NPS
The other night, I was reading my local version of the Auto Club’s Westways magazine. One of the articles was an interview with the Angels’ new player, Albert Pujols. What could Albert Pujols possibly say that would drive me to write this post? Oh, you...
by Annette Franz | Apr 14, 2012 | EFM, feedback, mrx, NPS, operationalize, surveys, voc, voice of customer, voice of employee
“Feedback is the breakfast of champions” is a quote often attributed to Ken Blanchard, who is an author, speaker, management expert, and business consultant. I thought this would be a great quote to build on in today’s blog post. As we all know,...
by Annette Franz | Mar 6, 2012 | customer experience, customer loyalty, customer satisfaction, employee feedback, Net Promoter Score, NPS, voc, voice of customer, voice of employee
I would be remiss to not include Net Promoter Score (NPS) in my series on ways to segment your customers in order to deliver a better, perhaps more-personalized, customer experience. Unless you’ve been hiding in a cave for the last few years, I think you know...
