Annette Franz (Gleneicki)

The Customer’s Dilemma: Acquisition vs. Retention

In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

How this dilemma affects customers

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Is Your Company Product-Centric or Customer-Centric?

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here, and a video excerpt can be found here.

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The State of the CX Professional in 2022

I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022.

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report

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CX in 2022: Employee Experience Is the Biggest Hurdle, and Getting Leadership Commitment Is Key

I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022.

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. 

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The Customer’s Dilemma: Acquisition vs. Retention

In last week’s post, I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story.

How this dilemma affects customers

Continue Reading

The Marketer’s Dilemma: Acquisition vs. Retention

Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?

Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.

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CX Journey™ Musings: Culture Isn’t About Control

I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior.

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UX Metrics: Who, What, When, Where, and Why?

I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020.

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Using User Research to Design Better Products and Services

I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020.

User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer experience focuses on the customer (and the overall relationship), who might or might not be the end user.

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AI and the Contact Center: Working Together in Harmony

I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021.

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