by Annette Franz | Jan 27, 2012 | customer experience, customer satisfaction, customer service, customer-centric culture, empower employees, operationalize, trust, voc, voice of customer
Have you ever wondered what retailers do with the feedback they gather from those receipt-based post-transactional surveys? I have! And I work in this industry!Any time you buy a product or use a service, you are asked to complete a survey about your experience....
by Annette Franz | Jan 24, 2012 | best practices, brand promise, customer experience, customer service, customer-centric culture, employee engagement, empower employees, operationalize, trust
I was looking through some old files last week and came across something I had written a couple of years ago about how to go from collecting feedback to creating a service culture, especially among your frontline staff/teams.My thoughts haven’t really changed...
