Jeannie Walters

3 Tips to Make You Overcome Fear of Disruption

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.” Disruption is what led to the doors closing at chain bookstores across the nation and left the taxi...

The Best CX Leaders ROCK at These 3 Things

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business...

Customer Service & CX Leaders Make the Best Magic TOGETHER

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better...

How Do Smart Leaders Create the Best Experiences?

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their...

It’s Time to Be Honest About the People in Your Experience

It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are...

#SXSW: Emerging AI with a Focus on Greater Experiences

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had...

3 Myths that Prevent You from Understanding Customers

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer,...

One Piece of Customer Communication that Fails to Delight

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months?...

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s...

For Amazing Customer Exprience Insights, Kindly Step Outside

Gathering and acting on customer experience insights from analytical data, surveys, and other resources inside your organization is one thing. But stepping into your customer’s...

Are Your Employees Engaged to Tell You the Truth?

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how...

How to Make Customer Experience Magic with Co-Creation Sessions (part 2)

So you’d like to plan a customer co-creation session… That’s great news! A lot of magic will happen when you get your customers together to share...

How to Make Customer Experience Magic with Co-Creation Sessions (part 1)

Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting...

Improve the Experience by Asking the Impossible Questions

We know we need to improve the experience to keep customers coming back and referring others. But what holds most of us back? Why...

Mobile Innovation Is Not About Your Phone!

What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at...

Your Process Flows Don’t Know Jack!

A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she...

When Content is Just for Marketing, Everyone’s Missing Out!

So content is king, right? Or is it context? What about the once and future king, conversion?? Content continues to be a driver for smart...

Why Positive Word-of-Mouth is Insanely Powerful

What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody...

5 Ongoing Challenges of Patient Experience

#of hours/year: this is when health happens. @markhymanmd #PESummit pic.twitter.com/ETpMikdraP — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part...

3 Ways to Let Customers Guide Your Greatest Innovation

Customers can’t always tell us what they want, even when we ask them to leave feedback. So is there another way to learn what they will...

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