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Jeannie Walters

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and Lynda.com instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”

Staying Customer Focused From the Inside Out

We can hopefully all agree on how important it is to understand the customer's perspective and the many rewards organizations gain from this outside-in...

Social Studies: Why Social Customer Service is Still Subpar

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Actually, scratch that. We...

What IS a Customer Touchpoint?

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia, the definition of a touchpoint is: Touchpoint…

Customer Journey Maps: Customer Experience Geography 101

A good customer journey map can be incredibly powerful. It can also become a huge endeavor that sucks the life out of the team working...

Class Trip: Define Customer Experience Investigation(r) Through A Day in the Life

Define Customer Experience Investigation® through hands-on training Dear students, It's time to dig into our hands-on Customer Experience Education coursework with a class trip! To…

How The Best Web Designers Pass Our Customer Experience Exam

I know web designers who design websites that their clients "love" and even websites that "work" for their client's customers. But there's a problem. Too...

School’s In Session: Studies In Customer Experience Education

It's definitely back to school time. Kids with new backpacks! School supply sales! It's always exciting to consider the possibilities of a new school...

The B2B Sales Experience: Reps Need To Do Their Homework

Good salespeople are out there. They are the ones who do their homework, understand the prospect, and actually listen. They are the ones who...

If You Want to Offend Customers, This is Foolproof

Our Microinteraction of the Month comes from Stan Phelps of 9INCH Marketing who captured a rather unfortunate microinteraction (the little thing that sets the...

3 Ways to Secure Customer Satisfaction and Loyalty With Accountability

As Dr. Phil likes to say, "People do what works." If it works to ignore loyalty, people will continue to do that. Consider how most...

3 Themes For Driving Loyalty

The following is a Best of 360Connext post. I've spent a lot of time lately exploring the question: What Causes Loyalty? One client believed it...

Why We Love Sephora: Latest CXI Case File

Many retailers have been spending a lot of time and energy battling showrooming. Instead of understanding the way customers are behaving, they are fighting it...

Why New Customer Rewards Stink For The Rest Of Us

Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in...

Insights On Mutual Loyalty: Is It A Two-Way Street?

The following is a Best of 360Connext post. Business leaders often fret over ways to gain and keep customer loyalty, but what about the other...

Wired Together: Building Customer Loyalty And Word of Mouth

There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually…

5 Employee Referral Rewards That Don’t Break The Bank

As more companies realize that happy, fulfilled and engaged employees mean better customer satisfaction and retention rates, they're also realizing the best employees know...

Learn 3 Customer Loyalty Concepts From Community Managers

A few years ago, the role of community manager as we know it today didn't exist. Social media was in its infancy, and as...

The Golden Ticket to Rewarding Customers?

As we mentioned earlier this month, we are exploring ways to reward loyalty. The game is changing quickly, and some companies are coming up...

Youtility and Strategies for Earning Loyalty

I just finished reading Jay Baer's new book, Youtility: Why Smart Marketing is About HELP and not HYPE, and I'm really, really excited about...

Loyalty Rewards of the Future

Another month, another theme here at 360Connext! This time, we're pointing our Customer Experience Investigation™ magnifying glasses on the challenges and successes that come...

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