Annette Franz Gleneicki

The #CX Perception Gap

I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

Continue Reading

CX Journey™ Musings: Culture is More Than Hiring the Right People

Don't believe everything you read or hear on the Internet.

Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.

It's a fact.

Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!

Case in point.

Continue Reading

Focusing on Doing More of the Good Things

What is appreciative inquiry, and how can it help move your change management efforts forward - in a positive way?

Change management is really key to any customer experience transformation. As you well know, the transformation always focuses on the bad, on what's going wrong - in hopes of improving and making it better; otherwise, I suppose, it wouldn't be called a "transformation."

Continue Reading

How Do We Ensure Employees are Happy and Engaged?

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017.

Without employees, you have no  customer experience.

Continue Reading

CX Journey™ Musings: Customer Experience is the Next...

We've all heard it. What gives?

We've all seen the reports and the studies and the statistics that "customer experience is the next... battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, ___ [fill in the blank]."

Continue Reading

Making Useless Nails vs. Achieving Your Desired Outcome

Which metrics have you selected to track your customer experience improvement efforts?

I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience.

Continue Reading

Lean and the Customer Experience Journey

Is your company a lean company? Should it be?

The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand.

Continue Reading

Are You a Human or a Robot?

What really happens to humans when they walk into their offices or places of employment?

A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead.

Continue Reading

Are Your Customers Emotionally Unavailable?

Are you customers emotional about your brand? your products?

... or are they emotionally unavailable?

Continue Reading

Should You Feel Empathy or Sympathy? Or... ?

Do you know the difference between empathy and sympathy?

And when to use one over the other? Have you been using the terms - and the feelings - correctly?

Continue Reading
Subscribe to RSS - Annette Franz Gleneicki