Customer experience failures often illuminate the path to real transformation. In this episode, we explore how common CX missteps—from disconnected tools and siloed teams to unused customer data—can undermine trust and stall growth.
The pandemic exposed just how fragile customer loyalty can be. Brands like Peloton had to pivot quickly as expectations shifted overnight, revealing the importance of clear communication and leadership.
True CX success begins with executive alignment, a defined mission, and a strategy that ties customer insights to business outcomes. Empower your teams to challenge assumptions and stay attuned to what matters now—not yesterday.
Ready to transform your approach to customer experience? Take our quick assessment at http://cxicompass.com to discover your organization’s strengths and opportunities. Share this episode with colleagues who are passionate about customer-centricity, and join us in turning experience insights into strategic action.
Resources Mentioned:
CX Mission Statement Workbook
CX Success Statement Workbook
Take the CXI Compass™ assessment
Explore our Learning Center
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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