Annette Franz

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...

Using NPS to Segment Customers

I would be remiss to not include Net Promoter Score (NPS) in my series on ways to segment your customers in order to deliver...

The Good, The Bad, and The Ugly of Service Recovery

If you're a fellow Cox Communications customer, you'll be very familiar with this story; if you're not, read along for lessons to be learned. Cox...

The ABCs of CX

Wordle word cloud of the CX Journey blog Today I'm writing a fun, whimsical post that takes an A to Z look at customer experience....

All Customers Are Not Created Equal

On Tuesday, I took a look at the Apostle Model, which segments customers by their ratings to two survey questions: overall satisfaction and likelihood...

The Apostle Model

Many years ago (o gosh - many, many years ago), I started my career in this VOC space at J.D. Power and Associates. We...

Are Your Customer Relationships Built on Trust?

I've written previously about what a powerful quality trust is. Trust is an essential part of the relationship between a company and its customers...

Raising the Customer Experience Leaders of Tomorrow

What should we be teaching our kids today to make them the customer experience leaders and superstars of the future? I'll boil it down...

14 Communication Needs for Your VOC Initiative

Earlier this week, I wrote a blog about a key best practice in your VOC initiative: the need to clearly communicate your efforts, not...

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