Anette Franz (Gleneicki)

Who Are We Doing This For?

Earlier this week, over the course of just four hours, I had two separate client conversations that had me scratching my head and asking: "Who are you doing this for?"
The two conversations went something like this.

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Employee Engagement Strategy? Nay! Leadership Strategy!

Let's just put this out there again: Employee Engagement is not a strategy.

I just read somewhere that it is ... which tells me that it bears repeating both what it is and what it isn't. Employee engagement is...

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Customer Experience Lessons from Mom

In honor of Mother's Day this weekend, I thought this was a fitting time to share some customer experience lessons from Mom. 
It's been a while since I've done a "Customer Experience Lessons from..." post. I enjoy writing them, so I'll be doing more of them real soon.

As I'm writing my blog, I often weave in stories about my kids - lessons I've taught them or conversations we've had that seem to apply equally to this world of customer experience. Time to put them all together in one place. So here goes...

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The Only CEO Who Matters

Sam Walton once said, "There is one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."

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Jeff Bezos is a CX Dream Come True!

Last week, I wrote about Union Bank and their "Do Right" campaign. I love the campaign, but I was left with questions as to whether employees live it and customers experience it. One company who leaves me with no such questions is Amazon.

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The 12 Essentials of the Customer Experience

As some of you may know if you've perused my site (or just clicked on the SoCal CXPA tab above), I am a team lead for the CXPA SoCal Local Networking Events. This means that my two cohorts (Jen Maldonado and Kim Proctor) and I organize local events every quarter to bring together SoCal customer experience professionals. The format for these events is networking, speaker, roundtable discussions, and wrap-up.

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What CEOs Can Learn from Andrew Mason's Resignation Letter

There's been a lot of talk and press about Andrew Mason leaving (OK, getting fired from) Groupon. I didn't pay much attention to it until I came across this post over the weekend about The 13 Best Resignation Letters of All Time. His really stood out to me for a variety of reasons.

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