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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.”

Company organizational culture: Common Mistakes

Company organizational culture is debated, celebrated and, in some cases, misguided. We've had some really great reactions to our focus thus far on how...

Money As a Motivator: Not What You Think

We've talked about how important it is to create a powerful employee culture to deliver a superior customer experience. So how does money as...

Want To Be a Customer Focused Organization?

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning...

Culture as Customer Experience King

In case you thought it was April Fool's, we're actually into the second quarter. This month, we're tackling the idea of customer-centric culture as...

Microinteraction of the Month: No Permission? Not Impressed.

I'm tickled happy to see microinteractions are catching on with you guys. This is our third microinteraction of the month and it actually wasn't...

Keys to Customer Experience Innovation (MAP)

Day 4. Jeannie is still on vacation. Yeah, I'm counting. I thought it'd be neat to wrap up our innovation month with a map...

Customers Vote With Their Use

Back in early February, I was fortunate to attend the Chicago Auto Show, and even more fortunate to conduct a brief interview with Nick...

Growing Companies Need To Innovate

Who has time to innovate? Growing a company is hard work. When we announced March was customer experience innovation month, one of the questions...

5 Customer Experience Innovation Killers

It's not surprising to hear that many leaders at companies believe they are investing in innovation. What might be surprising is how that investment...

Sharpie’s Customer Experience Innovation Case File

We're happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver...

3 Ways to Improve Customer Experience at SXSW

At my fourth South By Southwest Interactive Conference, I had the usual great time seeing and meeting smart friends from all over the world,...

Customer Experience Innovation via Curation

There are plenty of options for apps and tools for whatever ails you. Breaking into the market with yet another new one doesn't always...

Clues for What Customers Want Next

A few days ago, Cisco released a report about what healthcare providers and consumers want in healthcare. One of the findings that stood out...

Can Innovation Start With Imitation?

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...

What Does Customer Experience Innovation Mean?

It's March! Can you believe it? This month, we're tackling the idea of innovation. Too often, we believe, innovation is housed in the R&D department....

LOVE: Microinteraction of the Month

Last month, we introduced the idea of recognizing our favorite (and not so favorite) microinteractions. What's a microinteraction? It's the little thing that sets the...

Communication is Critical to Customer Experience

Anyone have a decent business banker? I ask because I, like so many business owners, struggle to find the right match. I'm frustrated. Let me...

Proactive Social Customer Service Is Now Expected

Did you know it's Social Media Week? In several cities around the globe, they're celebrating all things social media with conferences, parties and networking...

3 Ways Your Customer Feel The Love

We're still celebrating Valentine's Day by dedicating February to a month of love. (Have great stories? We're still looking!) Customers like to feel appreciated, valued...

Insulting Customers Is Not a Strategy

Seems obvious, right? Insult your customers and you probably won't be in business for long. (Unless it's your shtick, like at Ed Debevic's in Chicago.)...

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