Blog & Resources

Jeannie Walters

Five Overlooked Moments that may be Wrecking Your Customer Journey

This article is sponsored by PayPal. ne·glect /nəˈɡlekt/ verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages Neglect can feel like a harsh word. It’s easy to think that if we’re ...

COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One.

Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made...only to be disrupted. There was a brief moment in time when it felt like we were planning for a post-pandemic future, ...
Covid-19 Journey Mapping Hero Image

7 Moments, 7 Customer Feedback Questions for Better CX

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you've read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer ...

How to Run an Effective Customer Experience Team Meeting

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX ...

3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too ...

How Customer Listening Assessments Create Better CX

How Customer Experience Maturity Develops There is a natural arc to how an organization matures when it comes to customer experience. Let's look at a common example scenario: First, it starts with an idea: customers are important! We should pay ...

Create Your CX Charter with These 6 Questions

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm...and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional ...

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Nobody thinks they're neglecting customers... but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been ...

What Customers Want Next: How to Find & Act on CX Clues

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire ...

How to Turn CX Buzzwords into Meaningful Definitions

What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their ...
leadership buzzwords

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