CX, EX and ROX Blog
April 4, 2023

Fred Reichheld says 95% of all VOC Programmes are set up incorrectly – is yours?

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.

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VOC, NPS, Stefan Kolle
May 2, 2022

The Customer’s Dilemma: Acquisition vs. Retention

In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

How this dilemma affects customers

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Annette Franz (Gleneicki), acquisition, customer experience, customer retention, marketing
March 20, 2022

Is Your Company Product-Centric or Customer-Centric?

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here.

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Annette Franz (Gleneicki), culture, customer experience, customer-centric, product design
March 20, 2022

The State of the CX Professional in 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022.

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report. 

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Annette Franz (Gleneicki), customer experience, CX profession
March 20, 2022

CX in 2022: Employee Experience Is the Biggest Hurdle, and Getting Leadership Commitment Is Key

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022.

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. 

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Annette Franz (Gleneicki), employee experience, employee retention, growth, leadership, customer experience, customer retention, customer-centric
March 20, 2022

The Customer’s Dilemma: Acquisition vs. Retention

In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

How this dilemma affects customers

Continue Reading
Annette Franz (Gleneicki), customer experience, customer retention, marketing
February 27, 2022

The Marketer’s Dilemma: Acquisition vs. Retention

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?

Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.

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acquisition, customer experience, customer retention, marketing, Annette Franz (Gleneicki)
February 27, 2022

What Thoughts Do You Wish to Create?

the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?” — Lea Boroditsky (1)

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HelgeTennø, business design, customer experience, customer strategy
February 27, 2022

CX Journey™ Musings: Culture Isn’t About Control

I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior.

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Annette Franz (Gleneicki), culture, culture change, customer-centric culture
January 31, 2022

UX Metrics: Who, What, When, Where, and Why?

I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020.

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Annette Franz (Gleneicki), metrics, user experience, user research