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 | Mar 24, 2016 | customer effort, customer satisfaction, metrics, Net Promoter Score, surveys
Today I’m pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics...
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...
by Annette Franz | Dec 26, 2012 | closed-loop process, data, EFM, feedback, surveys, voc, voice of customer
Image courtesy of PixabayAs we wrap up 2012 and think about how we’re going to do things better or differently in 2013, I thought I’d summarize some of the challenges those listening to the voice of the customer continue to face. You’re listening,...
