customer experience
July 1, 2018

CX Journey™ Musings: Golden Rule or Platinum Rule?

Here's another age-old debate... gold or platinum?
 
Personally, I prefer platinum.
 
Oh wait. What are we talking about? LOL.
 
Rules. I'm talking about rules.
 
I still prefer platinum! 
 
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customer journey, Annette Franz (Gleneicki), customer experience
June 20, 2018

Imagine That You're a Human...

Now there's a crazy statement to make during a customer experience design session...
 
"Imagine for a second that you're a human... "
 
Yikes!
 
Unfortunately, more companies need to start thinking this way!
 
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Annette Franz (Gleneicki), customer experience, customer experience design
May 20, 2018

I Kinda Like The New Best Buy Ad

I kinda like Best Buy’s new ad campaign focused on its employees as problem solvers. I wish they’d gone further.
 
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advertising, customer experience, Jonathan Salem Baskin
May 1, 2018

From Journey Map to Experience

Today's post was originally written for Brand Quarterly. It appeared in their November 28, 2017, issue. It has been slightly modified.
 
Customers are yearning for better experiences. But what are you doing to design a better experience?
 
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customer experience, cxjourney, customer journey mapping, Annette Franz (Gleneicki)
April 23, 2018

CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience?

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Annette Franz (Gleneicki), customer experience, cx journey, cx strategy, business strategy
April 9, 2018

How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
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cx success, customer experience, Annette Franz (Gleneicki), employee experience
April 9, 2018

Drive Real #CX Change with Journey Maps

Are journey maps a waste of time, or can you really use them to drive CX change?
 
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.
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cx change, journey mapping, Annette Franz (Gleneicki), customer experience, customer journey
March 26, 2018

What's in Your #CX Budget?

What's in your customer experience strategy budget?
 
Traditionally, customer experience professionals have no budget.
 
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CX, customer experience, Annette Franz (Gleneicki), customer experience journey, ROI
March 26, 2018

Dialogue on CRM, Customer Experience, and Customer-Centricity

Colleague: So much money has been spent and continues to be spent. On CRM. On CX – voice of the customer, journey mapping etc. In the name of customer-centricity – whatever that means.  Yet, there is little to show for it.
 
Me: Seems that way.
 
Colleague: Which big company, as in the kind of company that we end up consulting to / working with, has anything to show for the time-effort-money that has been spent on the whole Customer thing?
 
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CRM, customer experience, customer-centricity, Maz Iqbal
March 18, 2018

The #CX Perception Gap

I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

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CX, customer experience, Annette Franz Gleneicki, customer-centric culture, customer-centricity
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