Annette Franz Gleneicki

Jeff Bezos Gets Customer Experience - But What About Employee Experience?

Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who suggested that it would be equally valuable to review how Amazon treats its employees.

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How Social is Your Customer Service?

A couple weeks ago, the team at Software Advice published the results of The Great Social Customer Service Race. On the heels of my recent exchanges with the team from @AmericanAir, I thought this was a great time to weigh in on social media customer service.

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A Different Look at a Brand Story

Once a upon...
... there was a story about your brand.
Have you heard it?

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Upside Down - A Culture of Curiosity

Does your company have a culture of curiosity? If not, it should.

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Customer Experience Lessons from Bodybuilding

Have you made your 2013 New Year's resolutions?  Did they include any health and fitness goals for the year? In honor of that particular resolution, I thought this was a good time to make the connection between bodybuilding and the customer experience.

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Customer Experience Lessons from Elf on the Shelf

Do you have an Elf on the Shelf? If not, do you know the story behind the Elf? You'll be surprised to learn that the Elf can actually teach us a thing or two about customer experience.

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Listening to Customers & Employees During Times of Change

Has your company been acquired, merged with another company, ousted its executive team, or just been wading through changes that executives are trying to instill across the organisation?

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What Do Great Brands Do?

Have you ever wondered, "What makes a great brand? What do these companies do differently? What will it take for my company to be a great brand that customers want to buy from and employees want to work for?" I'm about to let you in on their secrets.

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Customer Experience Lessons from a Girl's Best Friend

I know a little bit about diamonds. Like, they would look pretty on my finger, around my neck, or dangling from my ears! After all, they are a girl's best friend.

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Customer Experience Lessons from Peripheral Sparring

What on earth can something called "peripheral sparring" teach us about the customer experience?

If you've followed this blog for a while, you know I have two sons in Taekwondo. I've shared lessons from their Taekwondo classes in the past, but it's been a while. Recently, their Master Instructor introduced this new concept, and I sat there thinking, as I usually do, "Hmm. I can totally relate this to customer experience.

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