by Annette Franz | Apr 20, 2022 | customer experience, customer feedback, data, feedback, listening, surveys, Uncategorized
You know by now that there are three ways to achieve customer understanding: Listen (feedback and data), Characterize (personas), and Empathize (journey mapping process). Of these three, probably the one that is used most often – or the one that most companies...
by Annette Franz | Jan 20, 2021 | action, customer feedback, surveys, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on August 25, 2019. This excerpt contains a link at the end to the full article. You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your...
by Annette Franz | Jan 13, 2021 | customer experience, customer feedback, feedback, survey design, surveys, Uncategorized, voice of customer
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.” Those words could not be truer when it comes to customer experience and to your business. Listening (to customers) is one of the most...
by Annette Franz | Feb 19, 2020 | customer expectations, customer experience, customer feedback, employee feedback, feedback, survey design, surveys, Uncategorized, voice of customer, voice of employee, voice of partner
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
by Annette Franz | Jul 31, 2019 | customer feedback, feedback, market research, survey design, surveys, Uncategorized
Being a CX professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging. Over the weekend, Seth Godin published...
by Annette Franz | Apr 17, 2019 | listening, survey design, surveys, voice of customer
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven’t prioritized or categorized these mistakes, but take a close look at each...
