by Annette Franz | Feb 22, 2023 | closed-loop process, customer feedback, employee feedback, feedback, root cause, Uncategorized, voice of customer, voice of employee
I originally wrote today’s post for NICE Ltd. It appeared on their site on December 8, 2022. Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your customer experience (CX) strategy—providing your...
by Annette Franz | Mar 23, 2022 | action plan, closed-loop process, customer experience, data, governance, root cause, Uncategorized, voice of customer
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work? What is Action Planning? Action planning is a...
by Annette Franz | Sep 16, 2016 | impact analysis, lean management, process improvement, root cause
Image courtesy of PixabayHow do you identify and prioritize improvements within your organization?Last week, I wrote about the 5 Whys method, which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that...
by Annette Franz | Sep 6, 2016 | continuous improvement, process improvement, root cause, tools
Have problems? How are you solving them so that they never happen again?How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA?Conducting some...
by Annette Franz | Jul 21, 2016 | analytics, customer experience, data, insights, journey map, root cause
Image courtesy of PixabayToday I’m pleased to share part two of a two-part guest post by Paul Laughlin. For the second part of this two-part series on insight generation for product development, I return to that “brown paper” exercise.You may recall...
by Annette Franz | Jul 3, 2014 | customer experience, customer service, process improvement, root cause
Image courtesy of PixabaySnakes! Why did it have to be snakes?! I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark. Recall that he absolutely hates snakes; they’re not exactly my favorite creature, either. When I came...
