by Annette Franz | Oct 19, 2016 | customer experience, listen, metrics, understanding, voc, voice of customer
I originally wrote today’s post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then.Are you listening to your customers? What are you doing with what you’ve heard?In order to transform the customer...
by Annette Franz | Mar 17, 2015 | customer experience, metrics, voc, voice of customer
Image courtesy of PixabayI originally wrote today’s post for Confirmit in November 2014. I’ve made some modifications.In November 2014, I participated in the Hooked On Customers Summit, a webinar series hosted by Bob Thompson of CustomerThink. I joined...
by Annette Franz | Dec 9, 2014 | closed-loop process, communication, customer experience, voc, voice of customer
Image courtesy of PixabayDo you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don’t like about products...
by Annette Franz | Nov 28, 2014 | customer experience, voc, voice of customer
Smiling through the misery on summit of Ben CruachanToday I’m pleased to present another guest post by Sarah Simon.This post marks another installment in Sarah’s series on lessons from the high country.What the Mountain TeachesThe weather on the lower...
by Annette Franz | Nov 6, 2014 | customer experience, voc, voice of customer
High on Iztaccihuatl, after a successful summit bidToday I’m pleased to present another guest post by Sarah Simon.This post marks another installment in Sarah’s series on lessons from the high country. What the Mountain TeachesEyeing an aggressive...
by Annette Franz | Oct 7, 2014 | customer experience lifecycle, journey map, personas, voc, voice of customer
Image courtesy of UnsplashDesigning a VoC program can be daunting. Where do you begin? If you’re new to designing and implementing a VoC program, you’re probably scratching your head and wondering where to begin. There are a lot of components to consider...
