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