by Annette Franz | Sep 27, 2017 | feedback, listening, response rates, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayHow can you be sure that your VoC initiative stays fresh and relevant?Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your...
by Annette Franz | May 17, 2017 | customer experience, customer feedback, survey design, surveys, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Clicktools; it appeared on their blog on July 26, 2016.Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you’re designing a new survey or...
by Annette Franz | Apr 26, 2017 | feedback, survey design, surveys, voice of customer
I originally wrote today’s post for Clicktools. It was published on their blog on July 6, 2016. I’ve made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and...
by Annette Franz | Feb 14, 2017 | customer feedback, employee feedback, feedback, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayToday’s post is a slightly-updated version of one I originally published on Compellon’s blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for...
by Annette Franz | Nov 18, 2014 | survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayAre you listening to act – or are you just putting marbles in a bowl?Probably the most important component of listening to the voice of the customer is acting on what you hear. In order to do that, we must first optimize how we are...
by Annette Franz | Aug 5, 2014 | customer feedback, survey design, surveys, voice of customer
Image courtesy of PixabayIs there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools?It’s a scary and sad thought, but the answer to that question more often than not is “Yes.” I...
