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Your 2023 Customer Experience Plan: Strategies, Videos, & Resources
What would success look like in a year? Let’s imagine a year from today… Customers are happier than they’ve ever been, and you know that …
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Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action
What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create
How to Reduce Customer Effort Before it Can Build Up
How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis Solicit open-ended feedback Put the customer at the
Service Blueprinting and the Next Normal
How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make
[Linkedin Learning] Journey Mapping: Case Study in Action
In this practical sequel to her introductory journey mapping course, instructor Jeannie Walters walks through creating an actual customer journey map from start to finish. Jeannie covers each step, including setting goals, gathering data, facilitating a journey mapping workshop, interviewing customers to validate the map, and more. Along the way, she offers plenty of tips and techniques to help focus the process and move your team toward an actionable goal. Disclosure: This item uses an affiliate link to Linkedin Learning.
The Future of CX: Five Customer Experience Trends for 2020 and Beyond
What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m
Improve Employee Experience to Improve Customer Experience
The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry,
[Linkedin Learning] Customer Experience: Service Blueprinting
Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Disclosure: This item uses an affiliate link to Linkedin Learning.
The Future of AI is Here! Are You Making It Meaningful?
Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie What a great time to be alive! We live
5 Reasons Your Marketing Needs Human Evaluation
Jeannie Walters, speaker, writer and CEO of Experience Investigators by 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie
