Blog & Resources

Jeannie Walters

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 ...
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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. ...
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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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The Customer Experience Mapping Series – Step 1: Identify the Pieces

I get asked about this a lot, so I figured I might as well share what I know and learn from those of you who participate here. There are so many ways to do this, and I tweak and customize ...
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Naming the Demon

Last year was tough. Not just for me, I know, but for many of us. I had a rough year because after 12 incredible years growing a great firm, we were in the fight of our professional lives. Circumstances beyond ...
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Customer Experience Budgets GROW in 2010 – Are You Investing Wisely?

"As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers' ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences ...
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So the first thing…

I got one of those crazy calls the other day. It was a confused, frustrated person trying to do the best they could for his company. They held up the title of "change agent" even though his real title was ...
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Post-SOBCon 2010: My Promises to Liz Strauss & Terry Starbucker

Like most who attended, I am catching my breath a little after a few days of SOBCon - the annual conference hosted by Liz Stauss and Terry Starbucker that brings together bloggers, entrepreneurs and like-minded corporate folks to discuss what ...
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It Takes A Village To Keep a Customer

There's now a well-known African proverb that states: "It takes a village to raise a child." What about keeping a customer? Rarely is it up to one person or one situation.  Take a gander at some recent tweets about customers ...
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Start Over

I am lucky because I love my job. I get to dissect, evaluate and the improve people's lives. This sounds grandiose, I know, but I believe it. We are all customers and we all have too much to do. So ...
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