by Annette Franz | Mar 30, 2022 | artificial intelligence, customer experience, empathy, technology, Uncategorized
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and...
by Annette Franz | Mar 23, 2022 | action plan, closed-loop process, customer experience, data, governance, root cause, Uncategorized, voice of customer
You’re listening to customers, right? What are you doing with the feedback? How do you ensure that it is properly socialized and operationalized? Do you incorporate action planning into your follow-up work? What is Action Planning? Action planning is a...
by Annette Franz | Mar 16, 2022 | employee engagement, employee experience, employee feedback, employee productivity, employee understanding, employees, Uncategorized, voice of employee
In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without employees, who’s going to build the products, sell the products, service the products,...
by Annette Franz | Mar 9, 2022 | customer experience, employee engagement, employee experience, leadership, Uncategorized
Do you think the leaders in your organization understand (or care about) the connection between the employee experience and the customer experience? To answer that question, I’ll just say, “No.” Well, not all of them, anyways. I’ve been in...
by Annette Franz | Mar 2, 2022 | culture, customer experience, customer-centric, customer-centric culture, product design, product experience, Uncategorized
Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here. Does this sound like your company’s leadership: When it comes to developing your product...
by Annette Franz | Feb 23, 2022 | culture, customer experience, customer feedback, customer-centric culture, insights, listening, Uncategorized, voice of customer
I’m pleased to share a guest post by Uma Bhat of Clootrack. Note: I’m one of the 102 customer experience experts included in Clootrack’s report. What are the biggest challenges that brands face when they want to implement an exceptional customer...
