Annette Franz Gleneicki

CX Journey™ Musings: Guiding Principles

Does your company have a clearly defined set of guiding principles?

On the heels of the Amazon "exposé," I thought I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's happening there - I don't work there, so I have no idea. Besides, there are always three sides to every story: yours, mine, and the truth, right? 

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Moments of Truth

Do you know the moments of truth for various tasks customers attempt to achieve with your organization?

Before you can know or identify your moments of truth, you must first know what that means.

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Outside-In vs. Inside-Out Thinking

In the world of customer experience, what's the difference between outside-in and inside-out? 

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A #CX Topic to Avoid at the Dinner Table

The rules of etiquette state: never discuss certain topics at the dinner table.

You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table.

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Moving at the Speed of Innovation

Do you think that the speed of innovation is too fast for your customers? or just right? Do you know how your customers feel about the pace?

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CX Journey™ Musings: Skill Trumps Passion (or Does It?)

When making career decisions, are you a believer in the "follow your passion" mantra or are you on team "be so good they can't ignore you?"

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CX Journey™ Musings: Do You Know Your Customers' Backstories?

Every customer has a backstory. Do you listen for it?

Let's start with defining the term first, as I often do. What is a backstory?

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CX Journey™ Musings: Are We Dumbing Down the Customer Experience?

Does "imitate the competition" describe your approach to customer experience design? 

Are you more focused on what your competitors or other companies are doing than on your own business, customers, and customer experience strategy?

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Hire for People Skills: Are Those Skills Taught or Innate?

Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to The Free Dictionary), I suppose we need to change the thinking to be: hire for people skills and train for technical skills... or hire for soft skills and train for hard skills.

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Getting Everyone on the Same #CX Page

How do we ensure that everyone in the organization is on the same page when it comes to customer experience? 

My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson:  

No two persons ever read the same book.

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