by Annette Franz | Oct 4, 2013 | customer experience, voc, voe, voice of customer, voice of employee
What is your VOC approach? Are you listening to customers, or still/only asking? As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the Pacific Time Zone. In the former, we discussed the state of...
by Annette Franz | Aug 2, 2012 | EFM, employee feedback, feedback, Net Promoter Score, NPS, survey design, surveys, voc, voe
I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we...
