by Annette Franz | Jan 4, 2023 | big data, customer expectations, customer experience, data, desired outcomes, outcomes, personalization, Uncategorized
I originally wrote today’s post for CMSWire. It appeared on their site on September 30, 2022. Data is at the heart of designing and delivering a great (connected) customer experience. Without data informing your design and delivery, you really are flying blind. But...
by Annette Franz | Jun 29, 2022 | business, employee engagement, employee experience, outcomes, Uncategorized
I originally wrote today’s post for StellaConnect. It appeared on their site on September 20, 2021. This version has been modified to apply to employees, in general; the original post focused on customer service agents. As you know, when the pandemic hit in 2020,...
by Annette Franz | Jul 21, 2021 | business outcomes, change, change management, customer experience, desired outcomes, outcomes, Uncategorized
One of the most-commonly requested needs – often as a result of CEO/executive asks – is to build the business case for the business to focus on the customer experience. (It’s painful just to write that without thinking about this open letter to CEOs,...
by Annette Franz | May 22, 2019 | business outcomes, customer experience, employee experience, outcomes
Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes. Of course everyone knows the difference between the...
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 | Jul 12, 2016 | business outcomes, customer experience, metrics, outcomes
Image courtesy of kreg.steppeWhat are your company’s desired business outcomes? How did you determine what they would be?First, what are outcomes?They’re basically the result – or the consequence – of something, of doing something.In our case,...
