Annette Franz Gleneicki

Deconstructing an Apology

I'm so excited! This is the 100th post that I've personally written for my site. (I've had a few guest posts sprinkled in between and have several more on the way.) Thank you so much for taking the time to read what I write and to share my posts. I'm looking forward to writing the next 100!

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Customer Experience Lessons from the Space Jump

Have you been following the story about the incredible space jump that Felix Baumgartner is about to make? It was supposed to happen earlier this week but was delayed until Sunday due to weather conditions (namely, wind). It's an insane stunt! And the details are fascinating! 

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Employee Recognition Gone Wrong

"Time is running out to nominate a United employee for excellent service," said no one, ever.

Oh, wait. Someone actually did say it!Click the image to the left to see an email I received from United a couple of weeks ago telling me exactly that.

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8 Habits of a Highly-Effective Customer-Focused Culture (Part 2 of 2)

Earlier this week, I wrote the first part of this two-part series that covers my take on Dr. Stephen Covey's 8 Habits and how they can be applied to the customer experience discipline. I covered the first four habits in that post; today I'll start with habit #5.

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Customer Experience Lessons from Back to School

How do the first week of school and the school experience in general relate to the topic of customer experience?

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8 Habits of a Highly-Effective Customer-Focused Culture (Part 1 of 2)

The passing of Dr. Stephen Covey in July was one of those moments that caused a lot of people to reflect on their lives and on how effective they are, both personally and professionally. I was moved to reread his book, The 7 Habits of Highly Effective People.

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Putting the Customer at the Center of Every Conversation

You know the drill: Put the customer at the center of every conversation and every decision made by your company. How many companies are really doing this?

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When Does the Customer Experience Begin?

In your CX journey, have you given much thought to the customer lifecycle? When does it actually begin? Do you think the relationship between customer and company begins when a customer makes a purchase?

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Innovate - Don't Imitate

Does "chasing the competition" describe your approach to product, services, or customer experience design? Are you more focused on what your competitors are doing than on your own business and your own customer experience strategy?

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Customer Experience Lessons from Neil Armstrong

What can Neil Armstrong teach us about customer experience? I took some liberties with his most-popular quotes and applied them to our world.

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