Blog & Resources

Jeannie Walters

Overcome Leadership Bias: 5 Common Types and the #1 Solution

ALL Leaders Experience Leadership Bias... There is a natural conflict of interest between companies and customers. It's natural for any organization to have goals that don't align perfectly with the goals of their customers. And there can certainly be natural ...
Overcome leadership bias -- don't block out feedback

Improve Employee Experience to Improve Customer Experience

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we're overwhelming employees with messages ...
Improve Employee Experience to Improve Customer Experience

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 ...
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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 ...
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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 ...

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 ...
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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 ...

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