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Author Archive | Annette Franz Gleneicki

Fail to Plan, Plan to Fail

Blog post by on April 18, 2014

Image courtesy of Will Scullin What is an analysis plan? And why do you need one?In response to my CEM Toolbox: Making Sense of Your Data post, I was asked to provide some details about an analysis …

Do You Know Who Your Customers Are?

Blog post by on April 5, 2014

30,000 ft view image courtesy of Erin Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?I did several workshops this week …

CEM Toolbox: Taking Action

Blog post by on April 2, 2014

Clapboard image courtesy of richepstein What’s the next step? How do we put everything we’ve heard and learned to good use?This is the last post for my CEM Toolbox series about tools for the CX Framework. In …

CEM Toolbox: Employee Experience

Blog post by on March 27, 2014

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 …

Why is Great Service Hard to Find?

Blog post by on March 22, 2014

Image courtesy of aboutthenet If you’re like me, you’re probably constantly scratching your head and wondering: “Why is great service so hard to find?”Last week, I wrote about why companies should give a hoot about delivering great …

Why Bother Giving Great Service?

Blog post by on March 14, 2014

Image courtesy of gordon2208 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 …