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.”
Event Navigation
Sometimes things just present themselves. As we announced our theme for the month of June was findability – a critical component to the customer...
Are Your Customers Finding What They Need?
Is there anything more frustrating than trying to find what you believe is a core function of a web site and NOT being able...
Multi-Channel Experience Won’t Change Everything
For the entire month, we've been exploring and discussing the multi-channel experience which is quickly considered the new normal. Multi-channel experience is challenging. You...
It’s Your Fault, Customer: Microinteraction of the Month
I love when we get microinteraction submissions from members of our community! It shows two things: 1. These small moments matter. Just as we preach...
5 Keys for Multi-Channel Customer Support
Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter, but if you are not fast enough in...
Three Things Your Employees Crave From You
One of today's most important trends in business is to utilize mobile in order to go where our customers are. We don't tell them...
Are You Ignoring Your Real Customer’s Buying Behavior?
My sister remembers when the "fancy" mall opened in our hometown. She and my mom would dress up to go. By the time I...
Find Your Mobile Customers Where They Are
It's challenging to find your customers, but it probably shouldn't be, right? I mean, you create a product and find a market and there...
Rackspace Gets Fanatical About Customer Experience
Ben Hart, Senior Director of Customer Loyalty at Rackspace, was the Keynote Speaker for the Customer Experience Professionals Association (CXPA). Rackspace is a $1.3...
How eBay is Unlocking The Customer Journey
During the Customer Experience Professionals Association (CXPA) Member Insights Exchange, one of the breakout sessions was a presentation by Brian Bolten, Vice President/Director, Engagement...
Satisfaction and Loyalty: New Research
Today, Maritz will be announcing the results from a comprehensive study into U.S. consumer loyalty programs. The study, the first released by Maritz, aims...
Real-Time Audience Feedback
I had the honor of speaking at SOBCon conference for entrepreneurs hosted by Terry "Starbucker" St. Marie and Liz Strauss this weekend. The theme...
The Gamification of Experience
How many meetings have you sat in recently where the term "gamification" has come up? It's often waved in front of an executive as...
Mastering Monster Loyalty, Lady Gaga Style
With all the talk of understanding customers, it's sort of amazing we haven't had this discussion before. OF COURSE Lady Gaga is an ideal...
Multi-Channel Experience
Is it multi-channel or omnichannel? That is the question. In this ever changing and speediest of worlds, we are tweeting from our phones, planning...
Closing The Loop on Customer Feedback
Last week was a wonderful chance to connect with several other customer experience professionals at the Chicago Customer Experience Professionals Association (CXPA) Local Networking...
Customer Experience Improvement Conflicts
Customer experience improvement starts with honest evaluation. Goals for any organization naturally don't align perfectly with the goals of their customers. There is a...
Why Enlightened Leadership Is Key to Customer Experience
Great leaders get right into it with their teams. A few years ago, I figured out how to articulate something I knew in my gut:...
Internal Communication Keys
Sometimes it's not just what you say: But how you say it: "Employees must wash hands before returning to their dead-end jobs." (Clearly the second…
Job Postings And The Total Customer Experience
People are often surprised to learn we work with many different departments when tackling their customer experience issues. Because customer experience touches so many...