Annette Franz (Gleneicki)

Do You Believe in Your Company's Core Values?

Do employees believe in the core values? Do they even know their company's core values?

Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in doubt, ask: "Is this the right thing to do? Does it fit with our core values?"

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The Culture Perception Gaps

Are you aware that there's also a Culture Perception Gap?

I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.

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Raving Fans? Meh. How About Immortal Fans?

The ultimate fan is an immortal fan!

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On Metrics and Complacency

I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018.

The customer experience is a journey; your transformation work is, too!

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Have You Digitized Your Journey Map?

Do you know why it's important to digitize your journey maps?

In the past, I've written about some of the myths of journey mapping. One of those myths was:

Without a digital mapping platform, I can't even begin to map.

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You Can Lead a Horse to Insights...

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

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Using Journey Maps to Tell the Customer’s Story

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018.

Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.

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Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.

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Defining Your People-Centric Culture

I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018.

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience.

Big mistake. The correlation is real. Happy employees lead to happy customers.

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So You Want to Be a CCXP...

Are you looking to earn your CCXP this year?

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare.

But there's no substitution for experience and having done the work.

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