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[Experience Action Podcast] Measuring and Communicating Improvements

❔”Many times, we will get feedback from our customers about a pain point. We’ll map their journey, identify opportunities for improvement and even implement changes. But then what?”❔

When making changes to better the customer experience, we want to make sure they are actually working for our customers. Monitoring the impact of changes is often where organizations fall short, and yet it’s such a vital part of the whole idea of customer experience (CX)! In this episode, Jeannie Walters shares some recommendations and best practices regarding monitoring and measuring the effectiveness of improvements. Implementing changes is more than just about monitoring. Jeannie addresses the importance of communicating with customers and closing the loop on any feedback that puts your changes into motion.

Resources Mentioned:
Experience Investigators Learning Center
Learn more about CXI Flight School™

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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