Annette Franz (Gleneicki)

Prioritization and Decision-Making Tools: The Eisenhower Matrix

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

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Seven Elements Needed to Refresh Your Brand

I originally published today’s post on Forbes. It appeared on their site on April 27, 2020.

Is it time for a brand refresh?

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Customer-Centricity: Principles, Practices, and Outcomes

I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.

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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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