Author Archive | Jeannie Walters

The 5 Deadly Sins Against Customer-Centric Innovation

Blog post by on July 23, 2014

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 …

The Mass Extinction of Loyal Customers

Blog post by on June 17, 2014 Editor's Pick

Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, once upon a time. But with the emergence of …