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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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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