Annette Franz Gleneicki

Listen with the Right Intent

When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they're finished talking?

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8 Steps for Customer Experience Change Management

How well are your change management efforts going? 

I recently came across Dr. Kotter's 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change, which outlines the eight critical success factors for change management.

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What Role Does Intuition Play in Customer Experience?

I originally wrote this post as a two-part series for InsideCXM in February 2014.

A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense: It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

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That's How We Do Things Around Here

How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?

When a colleague asks you why you do things a certain way, do you find yourself responding, "I don't know. We've always done it that way?"

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Why Is Customer Experience a Journey?

Have you ever wondered why the customer experience is a journey, not a destination?

The best journeys answer questions that, in the beginning, you didn't even think to ask. -Jeff Johnson

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Your Most Important #CX Training Tool

I originally wrote today's post for Intradiem. It appeared on their blog on April 14, 2014.  

Can you name one of the most powerful and most important customer experience training tools available to your organization?

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How to Lose a Customer in 10 Days

Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.

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Do You Guarantee Your Customer Experience?

Should companies offer guarantees for their products and services? Or is the better question, why don't they?

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Is Your Customer Experience Suffering from Short-Sightedness?

I originally wrote today's post for The DiJulius Group; it was posted on their blog on May 15, 2014.

Is your company short-sighted when it comes to the customer?

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Customer Service or Lip Service?

In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?

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