Annette Franz (Gleneicki)

A Fish Rots from the Head Down

A fish rots from the head down - and so does your culture.
 
What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.
 
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The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.
 
Data is just data until you do something with it, right?!
 
That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.
 
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Journey Mapping Your Way to Better Customer Communications

I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018.
 
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CX Journey™ Musings: Golden Rule or Platinum Rule?

Here's another age-old debate... gold or platinum?
 
Personally, I prefer platinum.
 
Oh wait. What are we talking about? LOL.
 
Rules. I'm talking about rules.
 
I still prefer platinum! 
 
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Imagine That You're a Human...

Now there's a crazy statement to make during a customer experience design session...
 
"Imagine for a second that you're a human... "
 
Yikes!
 
Unfortunately, more companies need to start thinking this way!
 
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Tips for Designing a Closed-Loop Feedback Process

Do you close the loop with customers after they provide feedback?
 
Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!
 
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CX Journey™ Musings: A Lesson in Living Your Core Values

Have you seen Jeff Bezos' annual shareholder letter for 2018? 
 
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From Journey Map to Experience

Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified.
 
Customers are yearning for better experiences. But what are you doing to design a better experience?
 
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CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience?

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How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
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