Annette Franz (Gleneicki)

CX Journey™ Musings: On the Basis of CX

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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Culture Fit: Whose Responsibility Is It?

Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!)

About a year ago, I wrote about hiring for culture fit because around that time I was seeing more and more revile than revere for this topic. The topic has resurfaced in recent weeks, especially as it relates to diversity and inclusion.

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Activate Change With Core Values

I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work. All of which can lead to a loss of income. Employee turnover alone can cost a company anywhere from 30-50 percent of an entry-level employee’s annual salary.”

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Customer Engagement or Customer Entrapment?

Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions for the fireside chat. One of the questions I was going to ask the panelists was something along the lines of:

In order to truly engage with customers, brands need to build trust. What are brands doing to build that trust? Consider each of the following scenarios.”

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Change Management Step #1: Sense of Urgency

I’ve written many times over the years about change, including posts on change managementchange visionchange fatigue, and more.

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CX Journey™ Musings: The New Purpose of a Business – One Year Later

Stakeholderism. Shareholderism. Two words we don’t talk about much in the CX world – at least not in the “-ism” format. I’ll come back to these concepts in a moment, as they are closely linked to what I’m writing about today.

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Defining and Communicating Your Intended Customer Experience

I originally wrote today’s post for the CXPA. It appeared on the CXPA site on April 15, 2020as part of a series on CX as a Strategy for Resilience. Be sure to check out the entire series.

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Journey Mapping Workshops: Do You Have the Right Participants?

Do you have the right people in the room for your journey mapping workshops?

I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be in the room (in-person or virtual).

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5+ Ways to Socialize and Operationalize Your Core Values

I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post.

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Updating Your Journey Maps

Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.

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