CX, EX and ROX Blog
February 1, 2021

Customer [Insert Term Here]: What Do They All Mean?

Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

Ultimately, “create and nurture customers” must come down to helping customers solve their problems, complete the jobs they are trying to do, and achieve the outcomes they desire by using your products or services.

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Annette Franz (Gleneicki), account management, automation, customer experience, customer improvement, technology
February 1, 2021

12 Tips to Improve Your CSAT Score

You know your customers are satisfied because the customer satisfaction (CSAT) score that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so – it usually can be. So, what’s a company to do to earn even better CSAT scores?

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Annette Franz (Gleneicki), actions, customer feedback, survey, Voice of Customer
February 1, 2021

How to Take Action on Your Customer Feedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.”

Those words could not be truer when it comes to customer experience and to your business.

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Annette Franz (Gleneicki), customer experience, customer feedback, survey design
January 11, 2021

On Becoming Customer-Centric: Using the Head, Heart, and Hands Model

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change.

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Annette Franz (Gleneicki), change, change management, culture change, customer centricity
January 11, 2021

What’s the Secret to a Great Customer Experience?

What’s the secret to a great customer experience?

I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle!, based on a letter he received from a disappointed customer.

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Annette Franz (Gleneicki), customer experience, customer feedback, customer service
January 11, 2021

Customer Trust: A Two-Way Street

How do you define customer trust? How do your customers define trust as it relates to your brand?

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Annette Franz (Gleneicki), customer experience, core values, trust
January 11, 2021

Taking Your #CX Team Cross-Functional

In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either.

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Annette Franz (Gleneicki), customer experience, cx strategy, governance
December 13, 2020

CX Journey™ Musings: Are Pre-Mortems and Post-Mortems Part of Your Work Plan?

Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn.

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Annette Franz (Gleneicki), business, change, change management, project management, risk
December 13, 2020

8 Tips to Create a Great Candidate Experience

Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle.

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Annette Franz (Gleneicki), candidate experience, employee experience, employee expectation
December 13, 2020

Building Your Multi-Faceted, Multi-Skilled CX Team

Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the questions that you might have about what a CX team looks like, i.e., the make-up of the team, size of the team, who it reports to, budget responsibility, barriers to success, and more.

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Annette Franz (Gleneicki), customer experience, CX career, CXPA, skills