Annette Franz Gleneicki

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]."

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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.

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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.

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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.

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Are Your Customers Emotionally Unavailable?

Are you customers emotional about your brand? your products?

... or are they emotionally unavailable?

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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?

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Have Your Journey Maps Failed You?

Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would?

Have your maps failed you?

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Top 10 #CX Challenges for 2016

What customer experience challenges are you facing this year?

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Sadly, they are really not much different from what we've heard in recent years.

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The Business Case for a Great Employee Experience

Have you put the spotlight on the employee experience at your company?

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Is It Time To Create a Hassle Map?

How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products?

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