by Annette Franz | Jun 15, 2022 | customer feedback, employee feedback, feedback, listening, Uncategorized, voice of customer, voice of employee
A couple months ago, I wrote a post titled, CX Journey™ Musings: The Challenges of Customer Listening. In it, I wrote about, well, some of the challenges that brands face as they embark on their customer listening work. I included things like: inducing survey fatigue,...
by Annette Franz | Apr 13, 2022 | customer understanding, customer-centric, customer-centric culture, journey mapping, personas, Uncategorized, understanding, voice of customer
Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...
by Annette Franz | Apr 6, 2022 | customer experience, CX profession, data, insights, Uncategorized, voice of customer
I’m always curious about the latest research on the state of all things customer experience. A few days ago, UserTesting’s 2022 CX Industry Report came across my desk, and I took a run through what they uncovered. The following three topics were touted as...
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 | 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...
by Annette Franz | Nov 3, 2021 | customer experience, customer feedback, data, feedback, insights, Uncategorized, voice of customer
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands...
