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...
by Annette Franz | Mar 8, 2017 | analytics, culture, customer experience, customer-centric culture, voice of customer, voice of employee
Image courtesy of PixabayKnow the definition of customer experience insanity?It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different result.Sadly, this is a concept that voice of the customer and...
by Annette Franz | Feb 14, 2017 | customer feedback, employee feedback, feedback, survey design, surveys, voice of customer, voice of employee
Image courtesy of PixabayToday’s post is a slightly-updated version of one I originally published on Compellon’s blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for...
