Author Archive | Jeannie Walters

Why Customer Comments Are as Valuable as Metrics

Blog post by on July 28, 2014

Customers love to share. But they generally only share when it serves their own interests, not yours.A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to …

The 5 Deadly Sins Against Customer-Centric Innovation

Blog post by on July 23, 2014 Editor's Pick

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but …

5 Traits of Successful Customer Experience Leaders

Blog post by on June 30, 2014

There are so many great people I’ve had the opportunity to work with. A great deal of them have been clients who were charged with leading customer experience improvement initiatives within large organizations. These positions tend to be very challenging. In most …

Is Your Mission Customer-Focused, or an Empty Promise?

Blog post by on June 25, 2014

What’s your customer experience mission? I have introduced the idea of customer experience to many people.  I’m excited that it’s finally catching on!  But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have …