Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.
The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vague communications, like hidden banking fees, can frustrate customers. Discover how aligning employee and customer experiences—starting with frontline involvement—can make change implementation smoother and align with organizational values. Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.
Would you like more hands-on engagement with Tamsen’s messaging work? We’d have a free resource for you: the Compact Case. It’s designed to help you apply the principles of Say What They Can’t Unhear to your own case for change. Get your copy at thecompactcase.com.
About Tamsen Webster, MA, MBA, Founder & Chief Learning Officer at the Message Design Institute:
Part message designer, part English-to-English translator, part magpie, Tamsen Webster helps leaders craft their case for large-scale change. A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.
In addition to her work in and for major organizations such as Harvard Medical School, Fidelity Investments, and Klaviyo, she built and delivers the message design curriculum for Elemental Excelerator, a leading investor in impact startups. She’s a judge and mentor for the Harvard Innovation Labs and a professional advisor at the Martin Trust Center for MIT Entrepreneurship. She’s also spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events and was named to the Thinkers50 Radar in 2022. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible, in 2021. Her next book, Say What They Can’t Unhear: The 9 Principles of Lasting Change is available in bookstores everywhere in October 2024.
Tamsen was a reluctant marathoner… twice; is a champion ballroom dancer (in her mind); and learned everything she knows about messages, people, and change as a Weight Watchers leader. True story.
She lives in Boston with her husband, two sons, and her two brindle Greyhounds, Hazel and Walnut.
Follow Tamsen on…
LinkedIn: linkedin.com/in/tamsenwebster/
X/Twitter: twitter.com/tamadear
Facebook: facebook.com/TamsenWebster/
Instagram: instagram.com/tamsenwebster/
YouTube: youtube.com/channel/UCle4DE7JXWJc4J0YeFOIIKg
Articles Mentioned:
i2c Inc. and PYMNTS Survey Reveals Consumer Expectations for How Banks Respond to Credit Card Fraud (Business Wire)
How The Vitamin Shoppe builds flexible customer experiences (CX Dive)
How Businesses Can Cultivate a Customer-Centric Culture During Natural Disasters (socPub)
Author Talks: Attributes—not skills—determine whether you ‘cut it’ or not (McKinsey & Company)
Resources Mentioned:
Experience Investigators 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