Annette Franz

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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