Annette Franz Gleneicki

Can Customer Experience Be Managed?

Today I'm pleased to present another guest post by Gregory Yankelovich.

Most Customer Experience professionals would find this question to be ludicrous, but in the article "Is Customer Experience Manageable? An Industry Pundit Says No," Esteban Kolsky lists 5 arguments to convince them otherwise.

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CEM Toolbox: Employee Experience

Have you considered that employees are a tool in your CEM Toolbox?

Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all about focusing on the employee experience.

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Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"

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CEM Toolbox: Making Sense of Your Data

How do we take all the data we have and make some sense of it?

Continuing my CEM Toolbox series, today I'm sharing some tools to inventory and to bring your disparate data and data sources together in one place, to facilitate achieving that single view of the customer.

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Why Bother Giving Great Service?

What's it all about? Why is it so important to give great service?

Can you believe this is a question that some people still ask? I can't. But the good news is, it presents an opportunity for me to write a blog post to help convey the message about delivering great service and, ultimately a great overall experience.

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CEM Toolbox: Defining Your Customer Experience

I originally wrote today's post for Delight's blog on May 9, 2013.

In my previous post, I talked about the tools that you’ll need to facilitate the first step of your VOC strategy, Setting the Stage.

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If You're Not Scared, Try Harder

Today I'm pleased to present another guest post from Sarah Simon.

"I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who conquers that fear."
-Nelson Mandela

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Perception Is Nine-Tenths of the Law

Did you know that perception is nine-tenths of the law?

I know. I know. The saying goes, "Possession is nine-tenths of the law." I like the perception version, though, when it comes to the customer experience.

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CEM Toolbox: Setting the Stage for a VOC Strategy

I originally wrote this post for Delight's blog on April 29, 2013.

I started a CEM Toolbox series a year ago and only dabbled in it a couple times. Today I'll pick up with a post that was published on Delight's blog and will strive to add to the toolbox a few more times this year.

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Why Are Fire Engines Red?

Do you know why fire engines are red?

When I was a kid, my siblings, cousins, and I used to have fun tripping up on the answer to this riddle (or anti-joke, as it's apparently referred to) about fire engines. Have you ever heard it? It goes like this.

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