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.”
7 Ways Bad Customer Experience Teaches Business Growth
Terrible customer experiences online can be a great opportunity for service providers to grow by transforming a bad customer experience into a "wow" one. Here...
Microinteraction of the Month: GrubHub Delights Employees
The thought of working somewhere banal terrifies me. If I was in such a situation, I'm telling you, my work performance might be mundane. Or...
Expert Advice: How to Drive Business Results With The Peak-End Rule
We buy from people we like. We buy from people we like even when they're selling the same widgets for the same prices (or...
Startup Growing Pains: What Would You Say to Help a New Company?
This isn't a "how-to" post. If you are looking for information and answers, you can stop reading right now. This is a "How Do...
Customer-Centric Performance Metrics
The almighty dollar. It's difficult to compete with the metrics surrounding it. But the only dollar we've ever earned is from a customer. And if...
Customer Experience Improvement Via Innovation
Over and over and over again, I stress the importance of evaluation of your own company's customer experience as a vital part of improving...
Five Key Questions for Designing Your Ideal Customer Experience
You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a…
Learning By Doing: A Growing Experience
It's sad to me how many people think they can't do it. Whatever it is, they truly believe they cannot do it because they don't...
Customers Want Convenience on Their Terms, Not Yours
With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the...
3 Customer Experience Considerations
Growth leads to dilemmas. When to hire? When to fire? Who to serve? Where to invest? As organizations grow, they begin to lose touch with...
Customer Experience Isn’t Marketing
Marketers, those experts at telling us what we really want, are now saying customer experience is the new marketing. I'm here to tell you...
B2B Customer Retention Strategies During Growth
Business growth is often equated with customer acquisition. The more new customers = more growth. Organizations implement more metrics to track this growth. But...
Growth Strategies for Customer-Centric Organizations
Next time you are recommending a local, independent business, listen to the words you use. Most likely, you'll refer to the owner or long-time...
3 Ways You Cause Customers To Lose Their Way
Honestly, helping your customers find their way is so critical, it's baffling how it's overlooked. Customers lose their way and then wander out to...
Is Mobile Customer Experience Harder?
40% of ecommerce executives believe it's harder to deliver a positive customer experience on mobile than online. And the number one issue they see? Navigation...
Customer Perspective: I Bent Over Backwards for a Pair of Flip Flops
I am hell bent on getting a new pair of Havaianas. They're stunning and durable. My first pair lasted me at least five years!...
What Are Your Customer Needs?
I've sat in many meetings about how great products or services are. I've heard from leaders and product managers who RAVE about how this...
How In-Store Navigation Impacts Customer Experience
Few phrases conjure up more anxiety than "we're lost." It's difficult for some of us to even remember life before Global Positioning Satellites (GPS) navigation...
Customer Journeys Are More Jungle Gym Than Funnel
Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple,…
Customer Experience Death By Design
You've heard of death by PowerPoint, right? That feeling when the presenter, whether in a conference or company meeting, is reading poorly worded phrases...