by Annette Franz | Nov 6, 2019 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, employee loyalty, employee ownership, employee productivity, employee relationships, employee retention, employee satisfaction, employee-centric, employees, empower employees, Uncategorized, voice of employee
Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post. It’s starting to happen. I hear it. I see it. Finally. It’s not perfect, but we’re making progress. I’ll take...
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 | 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...
by Annette Franz | Sep 19, 2018 | customer experience, employee experience, listening, voice of customer, voice of employee
Image courtesy of PixabayI originally wrote today’s post for CallidusCloud. It appeared on their blog on March 22, 2018.Naysayers have been shouting “Surveys are dead!” from rooftops for a couple of years now. Well, they’re not dead (yet), but...
by Annette Franz | Oct 11, 2017 | feedback, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayI originally wrote today’s post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There’s a lot of talk about improving the customer experience.And there’s a lot of talk about using surveys to listen to...
by Annette Franz | Sep 27, 2017 | feedback, listening, response rates, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayHow can you be sure that your VoC initiative stays fresh and relevant?Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your...
