Annette Franz Gleneicki

Employee Engagement Strategy - Inconceivable!

I recently read an article about the worst employee engagement strategies ever. Curious about the content, I read the article and immediately knew that people still aren't clear about what employee engagement is.

Listen, let's call it what it is. Employee engagement is not a strategy - at all. How could it possibly be? More on that in a second.

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Employees Can Be Raving Fans, Too!

On Tuesday, I wrote about cult brands from the customer perspective. Today, my focus is on a view from the inside, from the employee perspective. What is the employee's contribution or impact on creating a cult brand? (Given my recent push for focusing on the employee first, this follow-up perspective should be no surprise!) Can employees become raving fans? A simple answer is this: Yes; employees are your "customers" (albeit internal), too!

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Is Yours a Cult Brand?

I read an article yesterday on Business Insider about 16 Brands That Have Fanatical Cult Followings. I love this concept because, ultimately, I think every brand wants to achieve this status. Don't you want to have raving fans? Evangelists of/for your brand? People who can't live without your brand or will accept no substitute? Yea, I thought so.

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Building a Customer-Centric Culture

Becky Carroll presented to a small group of Customer Experience executives in San Diego last week; her presentation focused on creating loyalty through a customer-centric culture. She dives deeper into these three items in her book, The Hidden Power of Your Customers, but I'll highlight them here. (Go read the book, too!)

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How Consistent Is Your MultiChannel/Partner Experience?

Gone are the days of griping about baggage fees. The airlines have provided us with some new things to gripe about to forget those baggage fees! (You know the old saying... if you have a headache, smash your thumb with a hammer, and then you'll forget all about your headache.)

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What's Your Customer Effort (Score)?

There's been a lot of discussion or debate about Customer Effort Score (a metric developed by the Corporate Executive Board's Customer Contact Council), especially relative to Net Promoter Score, about whether it's an effective metric to use to measure the customer experience.

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Would You Hire Your Customers?

Continuing down the path I've been on lately about employees and their importance to the customer experience and to the success of the business, today's post is about hiring the right people. I'm talking about hiring specific people... your customers!

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Is Yours a Culture of Employee Ownership?

I'm continuing to tackle the need for organizations to focus on employees and the employee experience because, as you know by now, they are critical to the organization's ability to deliver a memorable customer experience and, ultimately, to the success of the company. Today, I'm blogging about employee ownership. What does employee ownership mean?

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Who Knows Your Brand Promise?

Back in March, I wrote a piece on change and on how I believed CEOs aren't interested in change. Last week, I wrote about how CEOs are the brand champions and how the buck stops with them. I followed that up with a post asking CEOs if they put themselves out there, if they stand behind and in front of their brands. As of this moment, I have only received one response to that challenge.

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Achieving Brand Integrity

For the last couple of years, I've been fully engaged in the top social media platforms (Twitter, LinkedIn, Facebook, Google+), but recently I added Pinterest to my list of social media addictions. And I've become obsessed with infographics! As you can imagine, the infographics that I've pinned all relate to customer experience, customer service, and employee engagement. Any time I find one that's worth saving and sharing, I pin it.

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