Annette Franz Gleneicki

Look Back To Look Forward

It's that time of the year again... 

Pundits are making their predictions about customer experience, marketing, and more:  what's the next big thing coming in the new year and what should everyone be focusing on. As you know, these predictions are made every year, late in the year and as the calendar rolls over into the new year.

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Knowing Is Half the #CX Battle

I originally wrote today's post for Intradiem. It appeared on their blog on August 21, 2014. 

If knowing is half the battle, what's the other half?

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18 Reasons to Map Customer Journeys

Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox?

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Do We Care About Brands?

Do customers really care about brands? 

A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one:

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Are You Flying by the Seat of Your #CX Pants?

Do you have a governance structure in place for your customer experience efforts? 

A solid foundation for any customer experience management effort must include a governance structure. But what does that mean? What is governance? And why do we need it? 

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Getting Employee Buy-In for Your #CX Transformation

What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? 

A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative.

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Linking CX Strategy to Corporate Strategy & Brand Values

How do you link your customer experience strategy with your corporate strategy?

As many of you know, earlier this week we celebrated the second annual CX Day, a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience.

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Reputation Management or Customer Experience Management?

Which should you focus on: reputation management or customer experience management? Or both?

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Do Your CX Improvements Rob Peter to Pay Paul?

When you make organizational improvements - be they for the benefit of employees and/or customers - are your efforts spot on or misguided? 

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Trust Isn't About Keeping Score

How is low trust impacting your organization? Your business results? 

I've written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust, Richard Fagerlin reached out to me about his book Trustology: The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.

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