Blog & Resources

Jeannie Walters

Is your social media strategy a condor or an albatross?

The California Condor, in 1987, was on the verge of extinction. Only 9 remained in the wild. A group of dedicated conservationists and scientists decided to capture those 9 birds and create a captive breeding program to bring them back. ...

Consider Yourself an "Undercover Boss"

I was lured into a new show on CBS last night after the Superbowl was over and the kids were tucked in. Undercover Boss debuted last night and it was surprisingly compelling. The idea is simple. A big-wig executive from ...

And Now, a Word from Our Customer

Over the last several days, I've been watching the Net Promoter Score conference #NPS2010 tweets and updates. (Not familiar with NPS? Check it out here.) Just the tweets themselves have been filled with insight and education, so I can only ...

Interview: B2B Customer Experience

I was honored to be interviewed for B2BVoices - an excellent blog dedicated to "a meaningful conversation among PR pros, marketers and social media thought leaders in the B2B space." It was a fun conversation. Let me know what you ...

The Follow Friday Fourteen

In the spirit of sharing instead of dumping for #followfriday, I decided to share 14 people to follow on Twitter here. These are just the tip of the iceberg, for sure. I follow lots of people because there are so ...

Engagement in 3 Steps

Engagement in 3 Easy Steps: 1. Assess your experience. Conduct a roadmap session to get everyone on the same page about the kind of experience you WANT to offer your customers. Is it happening today? If not, what steps do ...

From Today's Chicago Woman

Controlling the (Facebook) Message How is social media affecting those hired to shape their clients’ public image? By Tricia Despres Chicago public relations executive Danielle Wiley was a social media expert long before the rest of the world knew how ...

Stop Thinking Short-Term

I had the privilege of attending the all-city Chicago Vistage meeting last week. While it was great to meet other like-minded business leaders, it was most compelling because of the speaker, Alan Beaulieu. Alan and his twin brother are economists who ...

Emotionally Connecting With Customers Through Social Media

Yesterday at a conference, I was peppered with questions about WHY small and growing businesses should enter into social media. This video from a few weeks ago helps answer some of those questions. But it’s important to note that it’s ...

Connect Jeannie's Brain Directly to Your Inbox.

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

Start Creating Fewer Ruined Days For Customers™

...in 10 minutes a week with the help of Jeannie's Weekly Letter.