by Annette Franz | Apr 10, 2019 | customer experience, customer feedback, surveys, voice of customer
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month’s post, I reflected on several conversations I had this week that were tied together with a common...
by Annette Franz | May 23, 2018 | analytics, closed-loop process, customer feedback, data, feedback, survey design, surveys
Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don’t do anything with the feedback or follow up with customers about what they heard. What a...
by Annette Franz | Dec 13, 2017 | action, analytics, big data, customer experience, dashboards, data, feedback, surveys
Image courtesy of Pixabay”Data is just data until you do something with it,” right?That statement has plagued companies for a long time and for a variety of reasons – not the least of which is that they just don’t know what to do with the data: how...
by Annette Franz | Oct 11, 2017 | feedback, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There’s a lot of talk about improving the customer experience.And there’s a lot of talk about using surveys to listen to...
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...
