Blog & Resources

Jeannie Walters

Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing.  No, the secret to success isn't mind-reading. It's a Voice of the Customer ...

Six Ways to Actively Build a Customer-Centric Culture

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board.  Where does this organizational magic come from? In a word, it all comes back ...
Develop a customer-first brand culture

Customer Experience Planning Questions for a Brighter Future

Listen to this article There are times when it's important to pause, calibrate, and plan for what's next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year ...
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Customer Experience Planning: Ask These Reflection Questions

Listen to this article Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your ...

Customer Journey Mapping: Real-World Examples & Use Cases

Listen to this article Are Customer Journey Maps Really Necessary?   My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey ...
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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Listen to this article When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant ...

Customer Experience Lessons from 2020: Experts Chime In

We're headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children's ...

7 Tips to Simplify & Improve Employee Journey Mapping

Listen to this article What is Employee Journey Mapping? If you're familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same concepts and best practices of ...

Improving your Voice of the Customer listening posts? Ask these questions

Listen to this article Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms ...

An Introduction to Customer Journey Storyboarding

Listen to this article There's something magical that happens in our brains when we draw. And yet many of us, myself included, don't see ourselves as talented enough to draw outside of the occasional doodle to see if the pen ...

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