Annette Franz (Gleneicki)

August 13, 2018

Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts.

Annette Franz (Gleneicki), customer experience, champions, transformation, governance

July 19, 2018

Corporate Culture and the Bottom Line

Is there a linkage between corporate culture and the bottom line?

In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!

Annette Franz (Gleneicki), core value, leadership, corporate culture

July 19, 2018

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.

Annette Franz (Gleneicki), culture, culture change, leadership, employee experience

July 9, 2018

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.

customer data, Annette Franz (Gleneicki), customer experience, customer analytics

July 1, 2018

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.

customer communications, Annette Franz (Gleneicki), customer journey, customer experience

July 1, 2018

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!

customer journey, Annette Franz (Gleneicki), customer experience

June 20, 2018

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!

Annette Franz (Gleneicki), customer experience, customer experience design

June 3, 2018

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!

Annette Franz (Gleneicki), analytics, customer data, survey, customer feedback