by Annette Franz | Oct 18, 2020 | brand promise, customer experience, journey map, journey mapping, marketing, moment of truth, touchpoint mapping, touchpoints, Uncategorized
I originally published today’s post for Oracle CX. It appeared on their site on October 7, 2019. I’ve been known to say that you can’t transform something you don’t understand. If you don’t know and, more importantly, understand what the current state of the...
by Annette Franz | Oct 16, 2019 | customer feedback, employee feedback, feedback, touchpoint mapping, Uncategorized, voice of customer, voice of employee
The following is an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. Every department in your company thirsts...
by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Feb 1, 2012 | best practices, customer experience, customer service, customer-centric culture, journey map, operationalize, survey design, touchpoint mapping, voc, voice of customer, voice of employee
I’ve listed below my top five blog posts for the month of January based on views and tweets. Thank you so much for taking the time to stop by, read what I write, and share with your friends and followers.1. Key Components of a VOC Initiative – Links to...
by Annette Franz | Jan 5, 2012 | customer experience, customer satisfaction, customer-centric culture, employee feedback, empower employees, touchpoint mapping, touchpoints, voc, voice of customer, voice of employee
In case you missed my five-part series on the “Key Components of a CX Framework” and are looking for the links, here they are: Part 1: Set the Stage: create awareness and get buy-in, not only from the top but from across the organization Part 2: Define...
by Annette Franz | Dec 31, 2011 | customer experience, customer service, employee engagement, employee feedback, journey map, touchpoint mapping, touchpoints, trust, voc, voice of customer, voice of employee
I started this blog two months ago, and I’ve really only just begun. I’ve got a ton of topics jotted down for 2012, and I’m excited to share those with you in the coming months. In the meantime, here are the Top 5 blog posts for 2011,...
