Blog & Resources

Jeannie Walters

4 Questions to Improve Internal Communications

When I'm up on my soapbox proselytizing about customer experience, employee engagement is a topic that's easy to get preachy about. After all, if your employees aren't engaged than neither are your customers. It's really that simple. More often than ...

Having Said That…Negating the Customer’s Experience

Jerry Seinfeld, in his totally great appearance in Curb Your Enthusiasm last season, mentioned how annoyed he was with how everyone is saying "having said that" as a way to negate what they just said. Larry David put it in ...

525,600 Minutes…or 1 Year Later

I don't even remember what day it was, officially. I guess it was hardly official. I decided to incorporate on my own last year in July. In the year since, I've been reading, learning, sharing, writing, speaking and consulting. I've ...

Chuck E. Cheese’s…A Love Story?

I'm not that kind of mom. I deprive my kids of adventures to places like Chuck E. Cheese's. However, we've attended birthday parties there and gone with friends, so my older child saw a 6th birthday party in his future. ...

Don’t Throw Out the User Experience Baby with the Usability Bathwater

Let me get one thing out of the way: I am not a user experience architect or designer. I can't make a wireframe to save my life. BUT...I can break 'em pretty good. :-) One of my roles as a ...

Find Your Best Employees via Your Best Customers

I was struck by this email I received from Team Blonde, a boutique/eco spa. I'm a huge fan of Team Blonde (and they know it) because of the extraordinary effort they put into making each visit an experience with them ...

The Give & Take of Customer Relationships

A wise friend once told me that relationships are like banks...you can only make withdrawals if you've deposited enough. The same is true for customer relationships. My friend Tim Sanchez, a fellow customer experience provocateur, wrote a compelling blog post ...

Really, United? Twitter Version of Hanging Up.

United Airlines is trying to do the right thing here. But this is a great example of misfiring using social media. It's NOT connecting with customers. This tweet is basically the Twitter version of "Let me transfer you." Click. So ...

The Customer Experience Mapping Series – Step 2: Investigation

In a continuing effort to share what I know and learn more from all of you, I'm highlighting the steps I use when mapping the customer experience. In Step 1 I covered how identifying the parts of exploration were vital. ...

Getting Out of My Own Way

I've been getting in my own way a lot lately. I used to laugh when I heard people say things like this. "What do you mean you're in your own way?" I'd chuckle, shrugging my shoulders at the very idea ...

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