by Annette Franz | Feb 2, 2016 | customer experience, customer feedback, metrics, scores, voice of customer
Image courtesy of PixabayWhat’s so special about average? My kids used to be in a bowling league. Bowling is all about the averages. Some games are good, some are bad; if your average keeps improving or increasing, consider that progress. The score matters; and...
by Annette Franz | Mar 8, 2012 | customer experience, customer satisfaction, customer service, customer-centric culture, employee engagement, scores, survey design
I was shopping at a Ralph’s (a grocery store in the Kroger family) last Saturday. As I was waiting in the checkout line, the line started to get longer; there was one person in front of me with a ton of groceries to be bagged, and there were four people behind...
