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Profile: Annette Gleneicki
Articles by Annette Gleneicki
The Problem with Inside-Out Thinking
TSA recently announced that it was changing some of its carry-on restrictions; in addition to certain types of knives, they will allow passengers to bring golf clubs, hockey sticks, and... read more
Customer Experience Lessons from Mom
1Image courtesy of Cellnique In honor of Mother’s Day this weekend, I thought this was a fitting time to share some customer experience lessons from Mom. It’s been a while... read more
The Longest and Hardest 9 Inches in Employee Engagement
3I love the concept behind Stan Phelps’ 9 INCH Marketing; the name refers to the average distance between the brain and the heart of your customers and your employees. As... read more
Jeff Bezos Gets Customer Experience – But What About Employee Experience?
2Two weeks ago, I wrote a post about Jeff Bezos’ latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that... read more
The Only CEO Who Matters
Sam Walton once said, “There is one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”... read more
Good Old-Fashioned Customer Service
Remember the good old days, when you didn’t have to pump your own gas? Whatever happened to full-service service stations? I was watching American Pickers on the History Channel with... read more
Where, Oh Where, Has Common Sense Gone?
Apparently it’s been around for a while; the dictionary says so… I find myself using the phrase “common sense” more and more every day… to describe the basic tenets of... read more
What Does it Mean to Do Right?
It’s strange to say that a commercial from a bank moves you, but when they pull in Maya Angelou to speak on their behalf, it raises an eyebrow or two. ... read more
Jeff Bezos is a CX Dream Come True!
Last week, I wrote about Union Bank and their “Do Right” campaign. I love the campaign, but I was left with questions as to whether employees live it and customers... read more
CEM Toolbox: Apostle Model
I started my CEM Toolbox series back in January and haven’t kept up with it at all. There have just been so many great things to write about since then.... read more
America’s Most-Trustworthy Companies
I’ve written about trust and the customer experience several times in the past, so imagine my curiosity when Forbes published their list of America’s 100 Most-Trustworthy Companies yesterday. Apparently this... read more
Putting Employees First
Today’s post was originally published on January 29, 2013, on Employee Happiness Tips Tricks & Tools, a site where you can find state-of-the-art real life ideas for boosting employee happiness.... read more
What CEOs Can Learn from Andrew Mason’s Resignation Letter
There’s been a lot of talk and press about Andrew Mason leaving (OK, getting fired from) Groupon. I didn’t pay much attention to it until I came across this post... read more
How Do You Treat Your Referrals?
How do you treat customers that came in through referrals? There’s all this talk about word of mouth, referrals, recommendations, promoters … to-may-toes, to-mah-toes. But have you ever given much... read more
Taking Care of Business
I often write about customer experiences gone wrong – because it’s so easy and happens so often – but when things go right, I like to share the stories and... read more
