by Annette Franz | Jan 20, 2021 | action, customer feedback, surveys, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on August 25, 2019. This excerpt contains a link at the end to the full article. You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your...
by Annette Franz | Jan 13, 2021 | customer experience, customer feedback, feedback, survey design, surveys, Uncategorized, voice of customer
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.” Those words could not be truer when it comes to customer experience and to your business. Listening (to customers) is one of the most...
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,...
