Blog & Resources

Jeannie Walters

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 ...

How to Turn Reactive Customer Experience into Proactive CX

Listen to this article Is Your Organization's Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. ...

What Is Customer Experience?

Listen to this article Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer's journey. Some use the term ...
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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Listen to this article "I Know Customer Experience is Important, But..." When I speak to groups or host our weekly webinar series , I hear one thing over and over again. "I get it. Customer experience is important. BUT... my ...
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