Blog & Resources

Jeannie Walters

Random Thoughts in No Particular Order

This is the post that will prove to the non-believers that blogs are stupid. Here are some random thoughts which haven't quite formed into posts yet. I'm hoping you'll help me. 1. What the heck is Empire Avenue and why ...

5 Things You Think Are Working…But Probably Aren't

I write and speak A LOT about how important evaluation is. The first step to understanding your customer experience is to truly, realistically evaluate it. Here are a few areas you think are working within your company, but aren't: 1. ...

Apathy as Your Company's Main Competition

(Hat tip to the always awesome Sean McGinnis for inspiring this post and its title from his tweet.) Your main competition is not the company you fear. It's not the start-up nipping at your heels or the juggernaut you are ...

3 Things You Can Do Today to Improve the Customer Experience

I've had a lot of reaction to the post this week regarding metrics being late. A great question I received on Facebook was regarding how, exactly, should someone go about understanding what is really going on DURING the experience versus ...

Keeping Up with the Joneses…or The Zappos or The Apples

Seth Godin's (annoyingly) consistently good blog discussed the Internet as an "envy amplifier" today.  It's easy to find people or companies that are taller, richer, smarter than you. I couldn't help but nod my head along for a variety of ...

Have Some Fun with Customers

It's Friday, so I was thinking about something a little more fun. I always appreciate when companies are willing to have a little fun with me as a customer. It lightens the relationship, making it feel more familiar, comfortable and ...

Loyalty: 3 Themes

I've spent a lot of time lately exploring the question: What Causes Loyalty? One client believed it was punch cards. Another thought it was a product that works as expected. I disagree. I see three themes from companies and brands ...

3 Customer Experience Themes from SXSW Interactive

I dare say people who don't even know they're discussing it are thinking about the overall customer experience. So here are 3 themes I've heard from panels at South By Southwest Interactive last week. 1. Employees matter. Their empowerment is ...

Dear United Airlines, You Don't Get Twitter. At All.

Over on RaganPR's site, Michael Sebastian wrote up the account of what happened when United Airlines - again - missed the boat completely with how to use Twitter. An angry customer with multiple tweets was ignored, and then responded to ...

What's Your Plan B?

I have a cold this week. Then I got a stomach bug. Not a "oh my stomach hurts" type of thing but a "oh my gosh what did I do to deserve this!?" type of thing. Thankfully, it didn't last ...

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