by Annette Franz | Jul 23, 2025 | action, closed-loop process, customer experience, customer understanding, customer-centric, customer-centric culture, data, feedback, insights, journey mapping, operationalize, personas, Uncategorized
I still see people using the term “customer-centric” incorrectly. What does it truly mean to be customer-centric? It looks like this: There are no discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it...
by Annette Franz | Dec 24, 2019 | analytics, customer experience, data, operationalize, voice of customer
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many different customer...
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 | Apr 13, 2012 | best practices, closed-loop process, communication, customer experience, customer loyalty, customer satisfaction, customer-centric culture, employee feedback, empower employees, operationalize, thank you
Your VOC initiative is about to get underway. You’ll be collecting feedback from your customers, partners, employees, vendors, etc. (I’ll collectively refer to them as “customers” for the purpose of this post.) But don’t forget...
by Annette Franz | Feb 21, 2012 | apostle model, brand, communication, customer experience, customer satisfaction, customer-centric culture, loyalty, operationalize, touchpoints, voice of customer
Many years ago (o gosh – many, many years ago), I started my career in this VOC space at J.D. Power and Associates. We did some great work there at the time, and I’m so blessed to have started my career in this industry there. (Ask my dad, a 44-year...
by Annette Franz | Feb 1, 2012 | best practices, customer experience, customer service, customer-centric culture, journey map, operationalize, survey design, touchpoint mapping, voc, voice of customer, voice of employee
I’ve listed below my top five blog posts for the month of January based on views and tweets. Thank you so much for taking the time to stop by, read what I write, and share with your friends and followers.1. Key Components of a VOC Initiative – Links to...
