Marketing & Strategy Innovation blog
April 2, 2019

Do You Believe in Your Company's Core Values?

Do employees believe in the core values? Do they even know their company's core values?

Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in doubt, ask: "Is this the right thing to do? Does it fit with our core values?"

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core value, Annette Franz (Gleneicki), employee experience, corporate culture
April 2, 2019

The Culture Perception Gaps

Are you aware that there's also a Culture Perception Gap?

I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.

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culture change, leadership, Annette Franz (Gleneicki), employee experience, workplace
March 12, 2019

Raving Fans? Meh. How About Immortal Fans?

The ultimate fan is an immortal fan!

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Annette Franz (Gleneicki), fans, customer experience, customer loyalty
March 12, 2019

On Metrics and Complacency

I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018.

The customer experience is a journey; your transformation work is, too!

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Annette Franz (Gleneicki), customer experience, metrics, Voice of the customer
February 27, 2019

Have You Digitized Your Journey Map?

Do you know why it's important to digitize your journey maps?

In the past, I've written about some of the myths of journey mapping. One of those myths was:

Without a digital mapping platform, I can't even begin to map.

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customer experience, Annette Franz (Gleneicki), employee experience, journey mapping, digital platform
February 27, 2019

You Can Lead a Horse to Insights...

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

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Annette Franz (Gleneicki), actions, change management, customer experience, employee experience, leadership
February 13, 2019

How this brand doubled their sales by listening to their customers

Could asking two simple questions actually help double your sales?

Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all.

It’s a story of a premium grill brand you most likely know - Weber Grills. In a period of just 3 years, they’ve doubled their sales. 

How did they do it? By adapting their marketing to their best customers’ PERCEPTION (even if it sounds illogical)

Check out the full story:

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Stefan Kolle, NPS, customer strategy, Voice of the customer
February 10, 2019

Using Journey Maps to Tell the Customer’s Story

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.

Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.

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customer journey mapping, customer experience, customer journey, Annette Franz (Gleneicki), storytelling
February 10, 2019

Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.

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Annette Franz (Gleneicki), customer experience, building blocks, transformation, perception gap, customer strategy
February 10, 2019

The Evolving Role of Customer Service: Your Questions

While my blog was being “reworked” (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft.

That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service and how it is going to look in the next decade.

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customer service, efficiency, effectiveness, Esteban Kolsky