Annette Franz Gleineicki

Six Rules for Smart Simplicity and Employee Engagement

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

Is this the secret to employee engagement?

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CX Journey™ Musings: Who Are Your Employees Playing For?

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.

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CX Journey™ Musings: Customer Memory

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...

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The Many Voices of Customer Experience

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?

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Journey Maps: Not an Exercise in Futility

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."

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CX Journey™ Musings: Buy-In or Commitment?

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?

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What's Your #CX Strategy?

What is a customer experience strategy? Have you laid the groundwork for a successful execution?

Let's start by defining "customer experience strategy."

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Aligning the Organization Around the Customer with Customer Rooms

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?

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When the Going Gets Tough...

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.

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Storytelling Is a Trojan Horse for #CX Learning

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).

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