Blog & Resources

Jeannie Walters

Build Customer Trust By Avoiding These Mistakes

Success Relies Upon Customer Trust When I ask you a question like, "What brand are you loyal to?" you are actually answering the question "What brands have earned your trust?" What brand has proven, time and again, they can live ...
Customer Trust Heading

5 Ways Successful Teams Close the Customer Experience Gap

It's easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to ...
Disney closes the CX cap with a simple, effective customer mission.

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

It wasn't THAT long ago when business planning and strategy simply didn't include the term "customer experience." There are plenty of organizations that successfully earned customers, kept those customers, and didn't think much about the actual experience they were providing. ...
cx problems and solutions demonstrated by dung beetle

How to Turn Customer Experience Strategy into CX Execution

Let's Talk CX Strategy   Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it's not just about ...
CX Execution Survey

Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?

As a whole, we don't really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve moments of surprise and delight. Phew. Even ...
Stuffed Giraffe

Co-Creation With Customers: 5 Ways to Drive Better Results

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just ...
co-creation

Improving B2B Customer Experience: Is It More Personal Than B2C?

The term "customer experience" usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members ...
improve b2b cx header

The Value — and Values — of Customer Experience

Customer Experience is About Value and Values   Customer experience is not the new battleground anymore. It's THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can ...

SAP CX Live Insights: Focus on Your Customer

Recapping SAP CX Live's Top Themes & Insights   Photo credit: @SAPCX on Instagram SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their ...
Jeannie Walters at SAP CX Live

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and ...
customer experience solutions

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.

Start Creating Fewer Ruined Days For Customers™

...in 10 minutes a week with the help of Jeannie's Weekly Letter.