❔”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.”❔ Traditional focus groups have been popular for gathering real-time […]

❔”Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we’re not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organization in […]

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. Here are a few ideas to explore the benefits, […]

❔”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?”❔ When making changes to better the customer experience, we want to make sure they are actually working for our customers. Monitoring the impact of changes is often […]

❔”What do you think about how the new Starbucks CEO said he’d work 4 hours a month as a barista in different stores? Is this a good move or just a PR stunt?”❔ Let’s talk about employee experience! So many leaders that Jeannie speaks with talk about how important it is to understand the front […]

❔”I’ve heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways to tie CX with innovation?”❔ In this episode, Jeannie Walters shares some great examples of CX innovators and disruptors in response to this excellent question. You can connect innovation and stay ahead […]

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. “character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR […]

❔”I’ve heard you talk about a Service Code as a tool for front-line customer service…what is it and how would I use one?”❔ A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training […]

Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace. Yet most of us don’t live in this […]

❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔ When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don’t connect them to the big picture. When customer experience is not connected to the organization as a […]