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...
by Annette Franz | Jun 10, 2019 | customer experience, events, speaker experience, speakers, voice of customer
If you’re a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you’ll definitely want to read this. And even if you’re none of the above, please continue reading. And feel free to...
by Annette Franz | Apr 17, 2019 | listening, survey design, surveys, voice of customer
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven’t prioritized or categorized these mistakes, but take a close look at each...
by Annette Franz | Apr 10, 2019 | customer experience, customer feedback, surveys, voice of customer
Image courtesy of Pixabay I originally wrote today’s post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month’s post, I reflected on several conversations I had this week that were tied together with a common...
by Annette Franz | Feb 27, 2019 | customer experience, metrics, NPS, voice of customer
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different...
by Annette Franz | Dec 19, 2018 | customer advisory board, customer experience, employee experience, voice of customer, voice of employee
Image courtesy of PixabayI originally wrote today’s post for Clicktools. It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. Most companies think that surveys are the only way to go, but you...
