Annette Franz Gleneicki

Making Sense of Customer Words

I originally wrote today's post for Confirmit in May 2013. I've made some modifications.

How do you make sense of your customers' words?

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CX Journey™ Musings: Providing a Human Experience

Have you ever had an idea that needs a little boost to get to fruition?

Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with them. Time to throw them out into the universe! Introducing CX Journey™ Musings.

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What Do Your Employees Know About Customer Experience?

What do your employees know about customer experience?

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. 

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It's Not About the Metric

I originally wrote today's post for Confirmit in November 2014. I've made some modifications.

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The Other Golden Rule

Today's post is a modified version of a post I originally wrote for Confirmit in September 2014.

We often hear customer experience professionals talk about the fact that there's a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There's this notion that it's not as important for B2B companies, that it can't be impacted, or that it doesn't matter because B2B is just a different beast.

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A Confused Customer Buys Nothing

I originally wrote today's post for Intradiem on September 25, 2014.

Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are?

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Is Your Brand a #CX Earworm?

What on earth is an earworm? And what does it have to do with customer experience?

The first time I heard this word, I had a completely different idea of what it was. I had to look it up.

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Do Your Customers Talk About Your Products or Your Ads?

Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? 

On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials... we love to watch the Super Bowl commercials), I thought I'd share some thoughts on the common disconnect between advertising and the customer experience.

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Customer-Driven Transformation via Walking in Customers’ Shoes

I originally wrote today's post for Confirmit in August 2014.

There is an old saying: "You can't really understand another person's experience until you've walked a mile in his shoes”.

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"Be Positive" Is Not a Strategy

Have you ever felt like the picture to the left describes your workplace? 

Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson 

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