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 | Mar 4, 2016 | analytics, big data, constituencies, data, voice of business, voice of customer, voice of employee, voice of market, voice of partner
Image courtesy of PixabayDo you know about the biggest problem with VoC today?Why do we listen to customers and other constituencies today? To learn. To understand.We can’t transform something we don’t understand. We listen. We understand. We transform the...
by Annette Franz | Jul 9, 2015 | customer experience, data, voice of customer, voice of employee, voice of partner, voices
Image courtesy of PixabayThere are many voices you need to listen to when developing your customer experience strategy.You listen to your customers and to your employees. You do listen to them, right? Both of them?Think those are the only voices you should be...
by Annette Franz | Jan 27, 2015 | B2B, B2B2C, B2C, customer experience, partner experience, voice of customer, voice of partner
Image courtesy of PixabayToday’s post is a modified version of a post I originally wrote for Confirmit in September 2014.We often hear customer experience professionals talk about the fact that there’s a great emphasis to – and a greater return if we...
by Annette Franz | Aug 29, 2014 | customer experience, partner experience, voice of customer, voice of partner
The famed Capitol Peak Knife Edge Today I’m pleased to present a guest post from Sarah Simon.This post marks another installment in Sarah’s series on lessons from the high country.What the mountain teachesJust minutes out of camp, Jaimee and I are...
