Annette Franz

Changing the World, One Thank You at a Time

With a background in a software industry that tends to focus more heavily on VOC than on VOE, I have been searching lately for...

Breaking Up is Hard to Do

Did you know... when customers cancel their subscriptions or their memberships, it's not the end of your relationship with them? Clearly, it's not a...

Are Gratuities an Expectation for Service Delivered?

Last week, Sarah Simon tweeted the story shown in the image to the left. The story is about a waitress who received both...

Employee Engagement is Not a Mandate

I read an article last week about forcing the issue of employee engagement, as if someone could force that upon an employee. I'm not...

Design the Experience from the Customer Viewpoint

I'm going to ask you a really tough question about customer experience design. It's a challenging one, and some of you might get it...

Employee Passion Drives Results

I've been recording episodes of Undercover Boss, and over the weekend I was able to catch up on a few of them. I won't...

It’s Time to Focus on Employee Experience

If we're going to make a dent in this thing called "customer experience," we really need to start with, and focus on, the...

Proactive vs. No-Active

A few weeks ago, I wrote a blog asking if proactive service was still a moment of truth. Today, I'll answer that question with...

Customer Experience is More Than Just Customer Service

I was recently engaged in a job search in the VOC and CX space. Among other tools, I used Google Alerts and Simply Hired...

Feedback is the Breakfast of Champions

"Feedback is the breakfast of champions" is a quote often credited to Ken Blanchard, who is an author, speaker, management expert, and business consultant....

Tips to Help You Close the Loop with Your Customers

Your VOC initiative is about to get underway. You'll be collecting feedback from your customers, partners, employees, vendors, etc. (I'll collectively refer to them as "customers"...

A New Friendly Neighborhood Grocery Store?

It's so easy to write about customer experiences gone wrong. I've done that several times now, and I feel bad that I never have...

7 Steps to Brand Insistence

Many years ago, I worked for a market research firm that did a lot of brand research. In our brand studies, we asked respondents...

Is Proactive Customer Service Still a Moment of Truth?

I met with a client last week who mentioned that he's figuring out the best way to implement a proactive service solution for his...

The Lost Art of Thank You Notes

Is writing thank you cards or notes a lost art? Does anyone still do that? Silent gratitude isn't much use to anyone. ~G.B. Stern My...

The Experience Speaks Louder Than Words

Earlier this week, I had the opportunity to experience the "new United."  I realize United has put forth great efforts to communicate to customers...

Things That Make You Go, “Hmmm…”

I received the following story in an email a couple weeks ago, and it had me asking several questions, not the least of which...

Change You Can Believe In?

It occurred to me the other day, as I was watching the GOP primary results come in, that there is a connection between politics...

Do You Have an Undercover Boss?

This past Friday evening, I watched Undercover Boss for the first time. I'd read about the show and about some of the "cases," but...

Strike 3 – You’re Out!

I was shopping at a Ralph's (a grocery store in the Kroger family) last Saturday. As I was waiting in the checkout line, the...

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