Blog & Resources

Jeannie Walters

Customer Experience Management Defined: How is it Different From CX?

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and ...

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey,  89% of C-level executives ...

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as ...

What Are Micromoments, & Why Are They So Important?

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as "micro-interactions." In the nine years since, I've placed these at the core of the mission of Experience Investigators, and coined the ...

Don’t Accidentally Sabotage Customer Experience — Do This Instead

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. ...

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

“Customer service shouldn't just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your ...

Communicating CX: 12 Tips for Talking About Customer Experience

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by ...

Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...

Customer Research: Overlooked & Underutilized Ways to Understand Customers

What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that's the first thing you think of. Voice of the Customer programs ...

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 ...

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