Blog & Resources

employee engagement

Customer Experience Investigator: A Day In The Life

It's hard to explain what I do. Customer experience is a topic many are passionate about, yet they don't always know what to do about it. I'm often introduced as a "consultant" which leads people to wondering what I do ...

Ask Yourself These Questions Away From The Office

It's been my experience that the hardest changes to make within the very broad term "customer experience" are the internal ones regarding culture and organization, especially at organizations of any size. I've come to my own conclusions about this. It's ...

Recruiting: The First Touchpoint

In the continuing webinar series "Customer Experience And..." I had a chance to talk about an often-overlooked first touchpoint: Recruiting. Brad Farris, Principal of Anchor Advisors and advisor to many small businesses, joined me in a discussion about why treating ...

Six Ways to Assess and Improve Your Customer Experience

I was honored to be a returning guest blogger on Arment Dietrich‘s must-read blog, Spin Sucks. Here is a repost of a recent blog...in case you missed it! As humans, we like to fool ourselves. At best, it’s a way ...

5 Things You Think Are Working…But Probably Aren't

I write and speak A LOT about how important evaluation is. The first step to understanding your customer experience is to truly, realistically evaluate it. Here are a few areas you think are working within your company, but aren't: 1. ...

Mubarak, Self-Deception, Ego: Lessons for Leaders

The world has watched as Egyptian people have peacefully and courageously overthrown their perceived dictator. Hosni Mubarak, Egyptian President for more than 30 years, finally stepped down after several attempts to hold on to his power. As much as we ...

3 Phrases That Kill Customer Experience Mojo

Most companies don't have anyone truly leading the customer experience. Some have people who care, who see it as part of their jobs, and some (less than 40%) have someone who truly owns it. So in a way, we all ...

4 Questions to Improve Internal Communications

When I'm up on my soapbox proselytizing about customer experience, employee engagement is a topic that's easy to get preachy about. After all, if your employees aren't engaged than neither are your customers. It's really that simple. More often than ...

Find Your Best Employees via Your Best Customers

I was struck by this email I received from Team Blonde, a boutique/eco spa. I'm a huge fan of Team Blonde (and they know it) because of the extraordinary effort they put into making each visit an experience with them ...

Don't Look the Customer in the Eye

I flew today. And it's gotten worse. I'm small time, but it's even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris's harrowing one, makes me think there are ...

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