Blog & Resources

crack the customer code

What Does Employee Empowerment *Really* Mean?

A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to ...

The Beautiful Intersection of Content and Customer Experience

Have you ever considered the many, many ways content impacts the customer experience? I have. I've dwelled on it. And then I read Ann Handley's book Everybody Writes and realized she was on to this idea, too. The first person ...

How are Marketing and PR Setting Your Customer’s Expectations?

In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn't the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. ...

Stop Being Ignored on Social: Holistic Marketing & Sales

While it’s technically easier to reach people through social channels for marketing and sales, it doesn’t mean it’s the right way to do things. Holistic Marketing for the Next Generation Generation Z, the generation AFTER the millennials (born late 1990’s ...

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 ...

Connect Jeannie's Brain Directly to Your Inbox.

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