Annette Franz Gleneicki

So, What Exactly Is Customer Loyalty?

Do you know what customer loyalty is?

When people at your company think about "customer loyalty," are they thinking about your customers' likelihood to recommend? likelihood to repurchase? likelihood to purchase additional products?

Continue Reading

Desired Outcomes Matter

What happens when we really understand our customers' desired outcomes or the jobs they are trying to do?

Something pretty incredible happens!

Continue Reading

Faster Horses... and Customer Outcomes

Are you asking your customers the right questions?

We all know the Henry Ford quote that goes like this:

Continue Reading

It's Not Where You Start... or Is It?

How do you know where to start your CX journey? 

I've been asked this very question a few times in the last couple weeks.

Continue Reading

Is the Customer Experience Really Everyone's Job?

Is it really everyone's job?

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

Continue Reading

63 Ways To Improve the Customer Experience

Looking for some suggestions on how to improve your customer service and the overall customer experience?

We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point?

Continue Reading

So, You've Got Executive Commitment...

Are your executives on board with your desire to improve the customer experience? 

When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitment.

Continue Reading

Grow Your Business through the Power of Listening to Customers

Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them?

Continue Reading

Half the Money You Spend on #CX Is Wasted

Half the money you spend on customer experience is wasted.

Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience!

Continue Reading

Treat Employees Better Than Customers

I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. 

"Treat employees better than customers."

Continue Reading
Subscribe to RSS - Annette Franz Gleneicki