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CX Mission Moments: 3 Ways to Turn Words into Actions

There are few things more powerful than a well-crafted Customer Experience Mission Statement. After all, a mission drives everything else. A Customer Experience Mission Statement defines how you as an organization show up for your customers, no matter what. It's ...

CX Questions & Answers from the Experience Investigators Community

Have you joined one of our live sessions yet? They're free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about ...
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Cross-Functional CX: How to Make Customer Experience Work Across your Organization

Is your team an “organization within an organization?” I recently had an eye-opening conversation with someone whose company was struggling to gain traction in customer experience. When describing their setup, she referred to her team as “an organization within the ...

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

3 Customer Experience Ideas for 2022

It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to ...

Creating Customer Personas: Solutions to 4 Common Challenges

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep ...

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 ...

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