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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.”

Several Ways to Thank Your Customers

Here in the United States, we'll be celebrating the Thanksgiving holiday this week. I LOVE Thanksgiving. I love how it's a holiday about appreciating...

Complex Levels of Customers

I was sort of fascinated lately by this new app called "Gratafy" which is a new app where users can send a drink to...

Scary Customer Experience Stories

Happy Halloween! I've got my pumpkin "Grinch" shown here that I made in a time crunch last night, made my Oreo Eyeball cookies and now...

Social Customer Expectations

The post was written by Jeannie and originally appeared in Social Media Club's Clubhouse blog. In a study from this year, Gartner predicts not responding to customers...

What The U.S. Election Says About Customer Experience

Warning: I'm a little burned out on 24-hour news cycle and social media madness surrounding the U.S. Presidential campaign. (But this is NOT a...

Instagram Menus & Lessons in Customer Control

According to Business Insider, a new Latin American restaurant in New York City's Soho neighborhood named Comodo, is encouraging diners to take photos of...

User Experience v. Customer Experience

Customer experience is always a little tricky to explain. It's just so darn big. What doesn't it cover (not much) and who is responsible...

Customers Are Like Baby Turtles

Excuse me while I get my bearings. I (along with my husband) took a few days off and traveled to sunnier skies in Cancun,...

Design a Mobile App for Customer Experience

Elegant. Intuitive. User Experience. The Age of the Customer. Design. These are a few of the hottest terms being thrown around in discussion regarding what...

Fake Online Reviews Are Growing

According to a recent study by Gartner, between 10 – 15% of all social media reviews will be fake by 2014. "Many marketers have turned...

Why Images Matter to Experience

Have you thought about what the images on your web site imply about the experience you are promising? Do we do anything any more without...

Setting Rules For Emotionally Engaging Customers

Earlier, we discussed how diversity impacts the customer experience. Diversity is so tricky, right? The minute you announce "we are diverse!" is the moment...

Diversity In Experience Planning

Considering how process-focused experience planning can be, it's not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful...

5 Ways To (Really) Listen To Customers

"Your call is important to us." The recorded robot voice doesn't make us feel very important, does it? Is there anything more frustrating than not...

Customer Experience Basics: Keeping Promises

Do you know the ingredients to a great customer experience? How about a lousy one? The first ingredient, no matter what product or industry, is...

Losing Customers to Showrooming?

Humans are wonderfully complex. We say one thing and do another. We carry on about what we want, but don't want it once it...

Urban Planning the Customer Experience

Have you ever thought about what it would be like as an urban planner? I'm sort of fascinated by the subject, partially because I'm...

Is Your Brand Promise Your Customer Experience Mission?

I've been introducing the idea of customer experience a lot lately. It seems there is a basic understanding of the phrase, but when we...

Can You Predict Customer Experience Success?

The short answer: No. The slightly longer answer: Sort Of. About as well as you can predict anything else! For starters, you can certainly try.…

Data Without Customer Experience Insight

I was honored this week to be asked to serve as a special guest on #CXO (Customer eXperience Optimization) Chat – a weekly Twitter...

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