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The Elusive 360-Degree View of Customers

The Elusive 360-Degree View of Customers

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 for customers in order to retain customers and to grow the business. That’s good news. Yet not every company knows how to do that or what it entails.

By Annette Franz | October 15th, 2018

10 Common VoC Program Mistakes

Common VoC Program Mistakes

As I sat down to write this month's post, I reflected on several recent conversations that revolved around the same issue: mistakes companies often make in their Voice of the Customer programs. I began jotting down a list that grew much longer than I expected!

In this first part of a two-part series, I've outlined 10 common VoC program mistakes; part two will have at least 10 more.

By Annette Franz | October 1st, 2018

Focus on the People and the Numbers Will Come

Focus on the People and the Numbers Will Come

When companies focus on people, their people - employees first, then customers - the numbers will come.

This is a tough concept for a lot of executives to grasp. They know the old management adage, companies are in business to maximize shareholder value, all too well. And that knowledge typically equates to focusing on marketing and sales first, i.e., do whatever it takes to acquire customers, drive sales, grow the business, etc.

By Annette Franz | July 12th, 2018

Become a CX Winner with a People-Focused Culture

Become a CX Winner with a People-Focused Culture

If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture.

What is culture? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.” To add a little more detail to that, culture = values + behavior.

By Annette Franz | June 14th, 2018

On Metrics and Complacency

customer experience metrics

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. In other words, their scores, e.g., NPS, are high, so they act like their goal is met. And there's nothing more that needs to be done about the customer experience.

By Annette Franz | April 19th, 2018

Prioritizing Your #CX Improvement Initiatives

CX Improvement Initiatives


How do you prioritize your CX improvement initiatives?

You listen to customers. You map their journeys. And you identify a lot of improvement areas that would make the experience light years better for your customers. 

By Annette Franz | April 13th, 2018

Straight from the Horse’s Mouth

voice of the customer

As customer experience professionals grow their voice of the customer programs, they are looking beyond structured feedback from customer surveys to unstructured and even unsolicited feedback for a more complete understanding of the customer experience.

By Annette Franz | March 22nd, 2018

16 Reasons Why You Should Empower Your Service Agents to Respond to Customer Feedback


We all know what it’s like to have a negative customer service experience. Maybe you’re bounced from agent to agent when you’re giving feedback or looking for help on a simple issue and you have to keep repeating yourself. Maybe an agent doesn’t know the answer to your question and tells you they can’t help you out.

By Caroline Dangson | March 14th, 2018

Understanding – Not Just Hearing – the Voice of the Customer

Understanding – Not Just Hearing – the Voice of the Customer

The last two years have seen a fresh wave of attention paid to customer feedback. The previous wave, initiated by the wider availability of inexpensive survey tools, saw a lot of surveys and efforts to elicit customer interactions. These were effective – to a point. In many organizations, the sheer volume of feedback overwhelmed the organizations’ ability and resources to process it and turn it into actionable insight.

By Chris Bucholtz | October 18th, 2016
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