Blog & Resources

Jeannie Walters

Silos Aren't Your Fault. The Bad Customer Experience Is.

It happens at pretty much every company, eventually. The organization gives way to manageable org chart teams, processes and products. It wasn't too long ago the book The Fiefdom Syndrome highlighted just how these teams begin to battle each other. ...

Write Concisely And Make People Happy

Concise writing is important to get the point across. Trust me, you can cut more words. Go for it. Photo credit: Foxtongue

Helping Job Seekers When You're Not Hiring

It may be getting better, but it's not great yet. I don't know about you, but I still know quite a few people looking for work. Within the last few weeks, I've had to really create a system to help ...

The (I Won't) #FollowFriday List

Lately, I've had trouble with Twitter followers/foes/trolls.*sigh* Let's just say Trouble with a Capital T. Most of you who know me or this blog understand that I have loved Twitter for a long time. I have found thought leaders in ...

Mubarak, Self-Deception, Ego: Lessons for Leaders

The world has watched as Egyptian people have peacefully and courageously overthrown their perceived dictator. Hosni Mubarak, Egyptian President for more than 30 years, finally stepped down after several attempts to hold on to his power. As much as we ...

What Social Media Has Done For Me

I decided to wrap up Social Media Week by thinking about just what social media means to me. It's been more than I could have dreamed, when I was first exposed to it, before it had a name. Can you ...

A Few Current Pet Peeves with Experience Design

Sometimes we humans get a little too excited about the latest way to do something. Designers are no exception. Not just web or graphic designers, either, but the folks who make our appliances and cars and double strollers. It's not ...

Superbowl 45 Lessons…"They Can Beat You In So Many Ways."

It was a good game. It was unpredictable, full of injuries and not necessarily the easy way to win. At the end of the game, Fox commentator Joe Buck commented that 6th-seed Green Bay's win over the Pittsburgh Steelers as ...

The Customer Experience Process Purge

I just read that "getting organized" was the #1 New Year's resolution for most of us. I agree - I could use more organization in my world. The first step those professional organizers tell you about is purging what you ...

Investing in the Customer Experience Bank

A good friend once explained why we had such a great friendship. "Relationships are like banks. It works best when you both make deposits. That way, there's always something in the bank for a withdrawal." While it's always nice to ...

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