by Annette Franz | Jun 22, 2012 | culture, customer experience, customer-centric culture, employee experience, empower employees, listen, measure, voice of customer, voice of employee
Becky Carroll presented to a small group of Customer Experience executives in San Diego last week; her presentation focused on creating loyalty through a customer-centric culture. She dives deeper into these three items in her book, The Hidden Power of Your Customers,...
by Annette Franz | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized
I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
by Annette Franz | Nov 1, 2023 | big data, customer experience, customer experience design, customer understanding, data, Uncategorized
I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and delivering a great customer experience. Without data, you’re literally flying blind. But there’s so much data! And so many different kinds...
by Annette Franz | Oct 25, 2023 | culture, culture change, employee experience, leadership, Uncategorized
“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a...
by Annette Franz | Oct 18, 2023 | customer experience, customer experience design, customer understanding, employee experience, employee understanding, personas, Uncategorized, understanding
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1)...
