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[Experience Action Podcast] Defining Customer Experience

❔”How do we define what customer experience truly is?”❔

Another AMAZING question 💪 Defining what customer experience (CX) means to your organization is essential. It’s often presented as a very vague concept, which can lead everyone to make assumptions about goals and outcomes and leaves the door open for a lot of guessing from all parties. We need to remember that whether or not we are being intentional about customer experience or our CX programs, our customers are ALREADY having an experience.

This week, Jeannie aims to help you define what customer experience means to your organization. She takes a look at key factors like…

  • Aligning with customer expectations
  • Tying strategy into the overall success of your CX program
  • Action you can take to create a customer experience plan
  • Why having a customer experience plan is important for your business

She also provides some FREE resources you can use to help get everyone aligned with the plan, which includes a handy formula to help you along.

Resources Mentioned:
CX Mission Statement Workbook
CX Success Statement Workbook
CX Charter Guidebook
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!

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie 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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