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Annette Franz (Gleneicki): CX Journey

Are You Difficult to Work For?

13 November, 2015 by Annette Franz (Gleneicki) 3 Comments

Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]

Filed Under: Blog, Employee Engagement Tagged With: bureaucracy, customer effort, employee performance measures, management style, waste

Who Should You Listen to When the Going Gets Tough?

15 September, 2012 by Annette Franz (Gleneicki) 4 Comments

Voice of the customer

Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]

Filed Under: Blog, Wild Cards Tagged With: customer focus, customer surveys, voice of the customer

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