Blog & Resources

employee engagement

5 Ways to Instill Customer Focused Values Throughout your Organization

Customer Experience Leaders Have a Global Customer Focus Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around ...
customer focus lead by listening

What Kind of Customer Experience Leader Do You Need to Be?

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights ...
customer experience leader

Bad Feedback Is the Best Feedback. Are You Listening For It?

As an employer, you need to provide oodles of feedback to employees to ensure they know what they're doing, what they're supposed to be doing, what they're doing well and what they could be doing better. Bad feedback from employees ...
bad feedback

Why Your Customer-Centric “Breakthrough” Is Not Working

Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a ...
breakthrough

Improve the Experience by Asking the Impossible Questions

We know we need to improve the experience to keep customers coming back and referring others. But what holds most of us back? Why do we make things more difficult? We believe we are living in a world of limitations. ...

5 Epic Employee Engagement Issues You Never Noticed

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or ...

Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments

One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer touchpoints. We  call these CXI® Touchpoint Discovery Workshops because they are not ...

3 Ways to Add Magic to your Customer Service Training

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with ...

So You Have No Customer Experience Budget… Now What!?

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don't have the resources ...

3 Ways to Update Customer Experience for Millennials

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so ...

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