by Annette Franz | Nov 17, 2021 | customer experience, customer service, Uncategorized
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer...
by Annette Franz | Nov 10, 2021 | collaboration, culture, customer experience, customer-centric culture, governance, technology, Uncategorized
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their feet. It’s...
by Annette Franz | Nov 3, 2021 | customer experience, customer feedback, data, feedback, insights, Uncategorized, voice of customer
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands...
by Annette Franz | Oct 20, 2021 | customer experience, customer-centric, customer-centric culture, Uncategorized
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that...
by Annette Franz | Oct 13, 2021 | customer experience, customer success, Forbes, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996, when Vantive, a CRM vendor, realized that their system had a failure rate so high that it drove customers away and sealed the...
by Annette Franz | Oct 6, 2021 | alignment, decision making, leadership, priorities, tools, Uncategorized
Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also mentioned a couple of other post in which I talked about prioritization methods and criteria: Prioritizing Your #CX Improvement...
