Annette Franz Gleneicki

A Remarkable Customer Experience Trumps...

I originally wrote this's post for 360Connext on November 8, 2013. 

What does a consistently great customer experience trump?

You've read a lot of posts about "this trumps that" and "that trumps this." I'm guilty; I wrote one. But let's talk about the customer experience. What does it trump?

Continue Reading

Customer Experience: Marketing without Marketing

Were you one of the hundreds of thousands of people who downloaded Beyonce's new album last week?

Let's take a closer look at this recent phenomenon.

Continue Reading

Missing the @Target on Customer Service

Are you one of the 40 million people affected by the recent Target data hack?

If so, then you know exactly what I mean when I say that Target failed with its post-incidence communication.

Continue Reading

The Third Rail of Customer Experience

Have you ever wondered what "the third rail" of customer experience is? 

I have. 

But first, for those of you who have never heard this phrase, what is it? Here are a couple of definitions to get you started.

Continue Reading

This Trumps Customer Experience

Is there really anything more important than a great customer experience? 

A few weeks ago, I wrote a guest post forJeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the end of the post, I posed the question: "What trumps a great customer experience? Only one thing. Can you guess?"

Continue Reading

This Trumps Customer Experience

Is there really anything more important than a great customer experience?

A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the end of the post, I posed the question: "What trumps a great customer experience? Only one thing. Can you guess?"

Continue Reading

The Omnichannel Customer Service Gap

How well does your organization execute the omnichannel customer experience? Is there awareness around it? Is it a priority?

If you answered "No," it's time to rethink this. As I noted in a post from this summer: You must protect [your brand] at all costs. And by the way, your customers know your brand - they don't care about your business model. They care about the experience they (know they) are going to get when they enter an establishment with your name over the door. This applies not just to partnerships or licensees, which the post was referring to, but also to your various channels (store, online, phone, etc.) of operation.

Continue Reading

14 Brand Trends for 2014

Can you believe how quickly this year has gone by? And that it's time to start thinking about what the focus will be in 2014?

The crazy thing is, as I look back at what I proposed as challenges for 2013, I wonder how many of them have actually been addressed or executed? I think companies still have their work cut out for them, but as the world turns, so arrives 2014. And with the new year come new trends that companies must try to keep up with.

Continue Reading

"Sucking Less" Is Not a #CX Strategy

In this day and age, is there any viable excuse for not focusing on the customer experience?

I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago. During the Hangout, the panel discussed a few stats on - and trends affecting - customer experience.

Continue Reading

Kicking the #CX Can Down the Road

Are your executives kicking the customer experience can down the road?

People in the U.S. are upset with their politicians because the current budget crisis/government shutdown is being "resolved," yet again, by kicking the can down the road in an effort to end the shutdown and beat the October 17 deadline. Don't worry, this post isn't about politics!

Continue Reading
Subscribe to RSS - Annette Franz Gleneicki