Blog & Resources

Culture

Empowering Employees: Do Your Rules Beg to be Broken?

It's important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them to a WHY is a ...

Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!

Personalization was a big trend at SXSW and it’s no surprise. Humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are. What this means for some ...

3 Rules for Investing in Good Relationships with Customers

Tomorrow is Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I'm thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m ...

No Longer a Buzzword: Customers Redefine Transparency

Cooks and the customers they serve who can see each other - literally - both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food ...

Why Customer Comments Are as Valuable as Metrics

Customers love to share. But they generally only share when it serves their own interests, not yours. A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to get some ...

Common Mistakes in Organizational Culture

Company organizational culture is debated, celebrated and, in some cases, misguided. We've had some really great reactions to our focus thus far on how employee engagement and internal experience influence the customer experience of any company. Organizational culture is often ...

Are Your KPI's Leading You to a Disaster?

A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then changing the subject or brushing me off completely. It just wasn't important enough to them at the time. ...

Your Employee Support is All But Supportive

Are your customer service representatives friendly and fully-trained? It’s great if they are, but I've got news: it’s not enough. Customer-facing employees need to be empowered to make certain judgment calls, and possibly most important of all, they need to ...

Your Worst Time is the Best Time for Customer Service Improvement

Your customer service stinks! Maybe. Maybe not. But how do you know? When you're in the trenches, dealing with the day-to-day tasks and inevitable crises that arise, wondering about customer service improvement  is probably not at the top of your to-do ...

Work Culture Hacks for Employers Who Aren't Google

If you neglect this ONE thing, your employees won't care much about anything else. And that's work culture. Unfortunately, about 70% of U.S. employees are disengaged, according to Gallup. As simple and tempting as it may seem, money is not ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.