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Posts filtered by tags: Annette Franz Gleneicki[x]


 

Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Tags:  Annette Franz (Gleneicki) customer experience building blocks transformation perception gap customer strategy Facebook Like Google Plus One ...
Tags: Marketing, Bain, Facebook Like Google, Annette Franz Gleneicki


Using Journey Maps to Tell the Customer’s Story

I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018. Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey. Tags:  customer journey mapping customer experience customer journey A...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


So You Want to Be a CCXP...

Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. that you can read to help you prepare. But there's no substitution for experience and having done the work. Tags:  ccxp Annette Franz (Glen...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Defining Your People-Centric Culture

I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018. While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake. The correlation is real. Happy employees lead to happy customers. Tags:  leadership people-centric employee experience Annette Franz (Gleneicki) ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Resurrecting the Dead Horse Theory

I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians, a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before. You can read the article by clicking the link above, but here it is in its entirety. I guarantee that you'll nod your head and chuckle embarrassingly as you read it! Tags:  change efficiency productivity Annette Franz (Gl...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki, Dakota Indians


What #CX Professionals Wanted to Know in 2018

What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019?  That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year. ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


5 #Leadership Books You Must Read in 2019

What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in. Tags:  ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Questions to Consider Before Forming a Customer Advisory Board

I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. Tags:  Annette Franz (Gleneicki) customer experience employee experience Voice of the customer Voice of Employee Facebook Like Google Plus One
Tags: Marketing, Annette Franz Gleneicki, Customer Advisory Board, Voice of Employee Facebook Like Google


Change Vision: Getting Employees on Board with Your Transformation Journey

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Tags:  Annette Franz (Gleneicki) change management customer experience Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Putting the Customer into Customer Experience

Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result. What is customer understanding? And how can you achieve it? Tags:  Annette...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


6 Steps From Journey Maps to Outcomes

Did you know that journey maps are more than a tool?   Tags:  Annette Franz (Gleneicki) journey mapping customer experience design thinking journey map Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Why Do I Need Data in My Journey Maps?

Are you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map!In it, I advocated for mappers to add data to their journey maps. I wrote that...   Tags:  Annette Franz (Gleneicki) customer experience customer journey journey mapping Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Employee Experience Comes First

There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast. Tags:  core value Annette Franz (Gleneicki) employee experience leadership Facebook Like Google Plus One
Tags: Marketing, James Conrad, Facebook Like Google, Annette Franz Gleneicki, Mary Drumond, Worthix


#CX Buzzwords or the Real Deal?

The customer experience profession has a lot of buzzwords. Tags:  buzzwords culture customer experience customer journey Annette Franz (Gleneicki) transformation Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


What Does the Future of #CX Look Like?

I'm already seeing it: people are starting to talk and write about customer experience trends for 2019.    It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!)   Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.   Why?   Tags:  Annette Franz (Gleneicki) customer experience consumer trends Facebook ...
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Customer Experience and Customer Service: What's the Difference?

It's that time of year again...   This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion!   I've written about the differences before:   Tags:  Annette Franz (Gleneicki) customer experience customer service CX Facebook Like Google Plus One
Tags: Marketing, Customer Service, Annette Franz Gleneicki, CX Facebook Like Google


Transforming Your Culture with the Help of a Culture Committee

What is a Culture Committee? And do you need one? (The short answer is "Yes!")   Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.   Tags:  culture culture change employee experience Annette Franz (Gleneicki) Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Telling Your Customer Stories through Journey Maps

Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?    Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.   Tags:  Annette Franz (Gleneicki) journey mapping customer experience customer service storytelling Facebook Like Google Plu...
Tags: Marketing, Los Angeles, California Science Center, Facebook Like Google, Annette Franz Gleneicki


Optimize Your Customer Journey

Did you know that data is a critical component of your journey maps? Tags:  Annette Franz (Gleneicki) customer experience customer service journey mapping customer journey Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Amplify Your Transformation with CX Champions - Part 1

In this two-part series, I'll  outline how to stand up a team of CX Champions to activate your customer experience transformation efforts.    Tags:  Annette Franz (Gleneicki) customer experience champions transformation governance Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Amplify Your Transformation with CX Champions - Part 2

This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts.    If you missed Part 1, see it here.   I'll dive right in with more details about your CX Champions team.   How often does the CX Champions team meet? Tags:  Annette Franz (Gleneicki) customer experience champions transformation governance customer centricity Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


A Fish Rots from the Head Down

A fish rots from the head down - and so does your culture.   What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.   Tags:  Annette Franz (Gleneicki) culture culture change leadership employee experience Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Corporate Culture and the Bottom Line

Is there a linkage between corporate culture and the bottom line?   In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!   Tags:  Annette Franz (Gleneicki) core value leadership corporate culture Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.   Data is just data until you do something with it, right?!   That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.   Tags:  customer data Annette Franz (Gleneicki) customer experience customer analytics Facebook Like Google Plus One
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki, Logi Analytics


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!    Facebook Like Google Plus One Tags:  customer journey Annette Franz (Gleneicki) customer experience
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Journey Mapping Your Way to Better Customer Communications

I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018.   Facebook Like Google Plus One Tags:  customer communications Annette Franz (Gleneicki) customer journey customer experience
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki, Journey Mapping Your Way, Better Customer Communications


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!   Facebook Like Google Plus One Tags:  Annette Franz (Gleneicki) customer experience customer experience design
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Tips for Designing a Closed-Loop Feedback Process

Do you close the loop with customers after they provide feedback ?   Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!   Facebook Like Google Plus One Tags:  Annette Franz (Gleneicki) analytics customer data survey customer feedback
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


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

A re you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience? Facebook Like Google Plus One Tags:  Annette Franz (Gleneicki) customer experience cx journey cx strategy business strategy
Tags: Marketing, Facebook Like Google, Annette Franz Gleneicki


Do Leaders Really Care About Their Employees?

Does your CEO - and your entire leadership team - really care about their employees?    I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.   Facebook Like Google Plus One Tags:  employees Annette Franz Gleneicki leadership employee experience ...
Tags: Marketing, Bob Chapman, Facebook Like Google, Annette Franz Gleneicki



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