Blog & Resources

Leadership

Communication Skills for Customer-Focused Organizations

Stop pointing fingers! Customer-focused organizations create teams focused on the outcomes for customers... and this means knowing how to talk about hard truths. Teams will learn how to communicate in customer-focused ways and how to create a culture of support ...

Micromapping: Diving Deep Into Specific Parts of Your Customer Journey

Journey maps can be overwhelming. How can you encourage your teams to use the right techniques to understand their customers better? Micromapping is the way. Micromapping is a technique that can be used in simple ways to connect with what's ...

Customer Journey Maps: How to Create Processes Your Team Will Actually Want to Follow

Customer Journey Maps can be powerful tools, but too often they turn into long-term projects culminating in a really nice poster on the wall. How can you make sure your teams understand the right way to journey map? And then ...

Experience at the Pace of Growth

When a business is young, the founders are organically intent on ensuring the happiness of each new customer. It's WHO they are, not necessarily WHAT they do. As it grows, that intention remains—but a gulf can form between leaders’ perception ...

Wow Your Customers with a CX-Superstar Workforce

Keep your customers coming back for more by training your workforce to deliver world-class CX. Teach them how to make the most of every customer moment to increase loyalty and advocacy, and as an added benefit, increase their own job ...

The Leader’s Role in Customer Experience

The Feisty Five - Skills for Customer Experience Leadership Anyone can talk about the importance of customer experience! But what does it take to truly LEAD? Your bottom line is all about the experience your team delivers. How do you ...

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