Annette Franz Gleineicki

I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015.

Is this the secret to employee engagement?

Employee passion drives results.

That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.

Do your customers have customer memory?

What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as...

There are many voices you need to listen to when developing your customer experience strategy.

You listen to your customers and to your employees. You do listen to them, right? Both of them?

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 4, 2015.

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: "You're doing it all wrong."

Buy-in vs. commitment: is there a difference? And does it matter if there is?

As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same?

Is your entire company - executives and employees alike - aligned with and around the customer? 

Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?

When the going gets tough, does your company give up? Or does it get going?

You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post.

What is storytelling, and why is it an important tool to have in your CX Toolbox? 

In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience: Centralize, Analyze, Socialize, Strategize, and Operationalize. I have since pulled out details from Analyze and Socialize to create a sixth rule: Synthesize (or Contextualize).