Blog & Resources

process

Document THIS! Betrayed by Customer Experience Documentation

There's a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And let's face it, that rarely happens. ...

Your Process Flows Don't Know Jack!

A client was really excited to share something: "We have finally done all our process maps!" She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages ...

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 ...

The Customer Experience Process Purge

I just read that "getting organized" was the #1 New Year's resolution for most of us. I agree - I could use more organization in my world. The first step those professional organizers tell you about is purging what you ...

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