Annette Franz

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 call center organization. That got me thinkin'... Regardless of product type or relationship type (B2B, B2C), interactions with your call center...

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 older son's birthday was last month; he had a party and received gifts from family and friends. Before the birthday...

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 about - and throughout - their merger with Continental, but I feel like some of that communication rings hollow. I was...

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 was, "Is this true? Did this really happen?" Regardless of whether it did happen or not, there are certainly lessons...

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 and the customer experience. OK, no, I promise I won't get political here. Remember - the rule is: among friends,...

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 I'd never watched it. I must say, it was eye-opening, not to mention a very humbling experience for the CEO;...

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 line started to get longer; there was one person in front of me with a ton of groceries to be...

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 a better, perhaps more-personalized, customer experience. Unless you've been hiding in a cave for the last few years, I think...

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 Communications has had an outage of their voice mail service for the last week or so (exact start date TBD...

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. Let me know if I've missed any critical vocab on this topic. I'm happy to update. Pay attention to your…

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 to repurchase. Today I look at another approach to segmenting customers in a meaningful way that was presented in...

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 did some great work there at the time, and I'm so blessed to have started my career in this industry...

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 and, ultimately, of the customer experience. I've also written about the linkage between the brand promise and trust, where I...

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 to four very simple things: 1. Be polite 2. Appreciate 3. Listen 4. Apologize I started out wanting to make this…

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 only throughout your organization but to your customers, as well. Today I'll outline the various communication needs, explain why each...

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