by Annette Franz | Feb 19, 2020 | customer expectations, customer experience, customer feedback, employee feedback, feedback, survey design, surveys, Uncategorized, voice of customer, voice of employee, voice of partner
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
by Annette Franz | Jan 8, 2020 | customer experience, customer feedback, data, feedback, voice of business, voice of customer
I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018. Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver a great experience...
by Annette Franz | Dec 24, 2019 | analytics, customer experience, data, operationalize, voice of customer
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your transformation strategy. Data-driven decisions are key to customer experience transformation success. There are many different customer...
by Annette Franz | Dec 18, 2019 | customer experience, customer feedback, empower employees, frontline employees, voice of customer
If you want to improve the customer experience, you first need to understand your customers and their experiences; to do this, I typically recommend three approaches, all of which go hand in hand: Listen. Don’t just ask customers about the experience in surveys,...
by Annette Franz | Dec 11, 2019 | customer experience, customer experience design, customer understanding, customer-centric culture, employee experience, employee-centric, Uncategorized, voice of customer, voice of employee
That’s not too much to ask from Santa, is it?! Well, good thing he has a little helper elf to set you on the path to achieving customer understanding. I wrote this book called Customer Understanding: Three Ways to Put the “Customer” in Customer...
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...
