by Annette Franz | Oct 31, 2013 | customer experience, customer service, employee experience, quotes, statistics
Image courtesy of PixabayHappy Halloween! Let’s celebrate Halloween customer experience style by taking a look at some scary reasons you need to be focusing on the employee experience and the customer experience. Why? Well…The thing is, every brand has a...
by Annette Franz | Jan 12, 2012 | customer experience, customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, voc, voice of customer, voice of employee
This is the second part of my mini-series on how to maximize your survey responses rates. Thanks for reading the first part and coming back for this one! Let’s dive right in.If you execute well on the following 10 items, you should have great success in...
by Annette Franz | Jan 11, 2012 | customer satisfaction, EFM, employee feedback, mrx, response rates, statistics, survey design, surveys, validity, voc, voice of customer, voice of employee
Yesterday I wrote about guidelines for proper survey design. Today’s post is the first in a two-part series about how to maximize your returns on that well-designed survey. I’ve written on this topic before, namely for an article for CustomerSat’s...
