Blog & Resources

Jeannie Walters

Customer Experience: 9 Ways to Take Action

If you've attended any of my live sessions or read earlier articles, you may know that I believe there are three important facets to any customer experience program: Mindset Strategy Business Discipline If you're just reading about this idea for ...

How Storytelling Can Super-Power CX

Are you measuring, or just calculating? We've all been there. We've watched as a presenter, equipped with incredible data and very good intentions, points to numbers on a screen or in a document. You see the numbers. You might even ...

The 3 Facets of Customer Experience

Leaders come to me with similar challenges again and again when it comes to customer experience. They are often assigned a CX leadership role without much more than a vague job description and audacious goals like "move the needle" on ...

Cross-Functional CX: How to Make Customer Experience Work Across your Organization

Is your team an “organization within an organization?” I recently had an eye-opening conversation with someone whose company was struggling to gain traction in customer experience. When describing their setup, she referred to her team as “an organization within the ...

5 Things Great CEOs Understand About Customer Experience

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right?  If this describes your organization, I ...

CX Education for Employees: Why it Matters & How to Develop Your Program

Why does Customer Experience Training Matter? It's common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even 'just being nice to customers.' CX is much more than these, though. I like to define Customer Experience ...

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

3 Customer Experience Ideas for 2022

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to ...

How to Build a Customer Experience Persona

Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping ...

5 Ways to Optimize Your Customer Feedback Program

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or ...

Connect Jeannie's Brain Directly to Your Inbox.

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