Annette Franz Gleneicki

Transforming the Customer Experience with Big Data

I originally wrote today's post for Intradiem. It appeared on their blog on March 17, 2014.

What is big data? and how is it used to deliver a great customer experience?

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With Great Power Comes Great Responsibility

Who has the responsibility?

Voltaire said it first: With great power comes great responsibility. Others prefer a more-recent attribution, citing Peter Parker's Uncle Ben in Spiderman.

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Do Customers Need a Safety Net?

Do you have a safety net in place for your customers? Or can they unintentionally hurt themselves?

I had an interaction with my bank recently that got me thinking about a lot of things, not the least of which was, "Why is the banking experience still so bad?" Beyond that, I also wondered:

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Do Customers Know What They Need?

Do customers know what they want or need?

Let's start with some definitions. According to Google, want means to have a desire to possess or do (something); wish for; lack or be short of something desirable or essential. To need something means: a thing that is wanted or required, a necessity or obligation. And a task is something that needs to be completed within a defined period of time.

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What Is the Purpose of a Business?

What is the purpose of a business? Not sure? Consider this.

In Peter Drucker's The Daily Drucker, which contains 366 daily insights (excerpts from his books; see original text I'll refer to from The Practice of Management in the image to the left), each one ending with an action item to put that day's concept to use, he writes:

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Circle the Wagons and Shoot Inward

Does this describe your company's culture? 

One of the funniest phrases I've ever heard  - and I first heard this one about 20 years ago - to describe an organization's culture was to "circle the wagons and shoot inward." You have to think about it for about a half a second, but then you say, "Oooooh, that's not a good thing." And it's not funny, either.

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Does "Employees More First" Disparage Customers?

What does "employees more first" really mean?

A while back, I wrote a post called Putting Employees More First. It's based on the well-publicized quote from Hal Rosenbluth, where he states, "... if you genuinely want to put customers first, you must put employees more first."

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Does It Pay To Listen to the Voice of the Customer?

That's probably a silly question, but I don't feel bad reminding anyone of the answer!

Last month, I took a little bit of a different angle to this question and asked, "What's the cost of listening (or not listening) to customers?" In that post, I mentioned that if we don't understand who our customers are, what jobs they are trying to do/achieve, and how well that's going, then we reap none of the benefits of having raving fans - probably because we won't have (m)any. So does it pay to listen? That's what execs want to know!

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19 Signs Customers Are Just Not That Into You

Have you ever wondered, where did all the customers go?

Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?

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Customer Engagement or Market Engagement: What's the Difference?

Today I'm pleased to share the final installment of a three-part series co-authored with Peter Haid of E Source.

In Part 1, Peter wrote about revisiting your corporate engagement initiatives to identify areas of improvement and to ensure that you had buy-in across the board for any change initiatives that were required.

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