Jeannie Walters

Customer Expectations, Promises and Regret

"What about problem customers?" "They don't appreciate how complex the backend technology is to make this all work." "We can't do it the way the customer wants us to because that department does things differently than we do." I am not lying when I say…

Ask Yourself These Questions Away From The Office

It's been my experience that the hardest changes to make within the very broad term "customer experience" are the internal ones regarding culture and organization, especially at organizations of any size. I've come to my own conclusions about this. It's difficult to address and isolate...

When The Truth Hurts

Sometimes it's difficult to be honest. I was reflecting about some of the ways the truth hasn't set me free. Here's the truth: Sometimes clients don't want to hear the truth. They want to hear they are great. When it's your job to tell them…

Recruiting: The First Touchpoint

In the continuing webinar series "Customer Experience And…" I had a chance to talk about an often-overlooked first touchpoint: Recruiting. Brad Farris, Principal of Anchor Advisors and advisor to many small businesses, joined me in a discussion about why treating candidates with respect is a...

Customer Experience v. Customer Service

It was another great #CXO chat this week. I was lucky enough to be the invited guest, and we had a blast discussing the topic "walking in your customer's shoes." In any discussion about customer experience, the idea of service comes up in many forms....

Improve the Customer Experience In 60 Minutes or Less

"It's just so much!" It's a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to...

The Micro/Macro of Customer Experience

Imagine you sign up for a service which you believe will help you rent your place out for a week. You sign the papers, pay the invoice and find a tenant. Woo hoo! The renter goes through the same service you signed up for,...

Do You Hear Your Customers Screaming? (Probably Not.)

ATTENTION! Anyone who sells anything to anybody: You're not hearing the complaints. Why? Because you're customers are SCREAMING and telling their friends, Facebook compatriots, blog readers and other audiences how horrible you are. And yet they're not telling you. Or they are telling you, but…

Customer Experience And

I was honored to co-host a webinar on this subject with Gini Dietrich, founder of Arment Dietrich and author of the must-read blog Spin Sucks. We had a great discussion regarding bloggers influencing experience. We discussed how to pitch bloggers in the best ways,...

Borders: Lessons In Customer Expectations

A few weeks ago, I penned a post about how Borders may have missed the boat on innovating quickly enough. I wish now it wasn't quite so prophetic as Borders plans to liquidate. We have a nice Borders here in my town and I'm sad...

Six Ways to Assess and Improve Your Customer Experience

I was honored to be a returning guest blogger on Arment Dietrich's must-read blog, Spin Sucks. Here is a repost of a recent blog…in case you missed it! As humans, we like to fool ourselves. At best, it's a way to be kind to ourselves...

Speed Or Quality? Or Door # 3?

In this week's CXO Twitter chat hosted by Vivisimo, there was an interesting strong debate discussion regarding Speed v. Quality. Are they mutually exclusive? (By the way, if you are interested in Customer Experience Optimization and on Twitter, join us for this chat. It's always...

When Are B2B Customers Likely To Switch?

There is some lore out there that B2B is vastly different than B2C experience. I beg to differ. Bottom line – attention to customer experience within any organization should be about loyalty. If you're not interested in keeping more happy customers, then move along. In…

The 12 Most Awesomely Spectacular Ways to Lose Customers

Have you discovered 12Most yet? It's still a toddler of a site, just live for a few weeks now, and yet we're stirring up all sorts of good things. I was honored to be included as a guest blogger a few times now. (Special...

3 Persistent Myths About Social Media

Just when you think it's safe to encourage clients to connect with customers and their community via social media… Here are 3 persistent myths I'm still hearing about social media over and over. 1. It's for young people. This is also said this way: "My…

What Gary Vee Can Teach You About Feedback

Yesterday, my friend ( and occasional foe, but that's another story) Gini Dietrich blogged over at Spin Sucks about how Gary Vaynerchuk used a (misleading? misrepresented?) statistic to prove a point in his book The Thank You Economy. Let's just say it caused QUITE...

Customer Experience And Search: New Rules

I had the privilege of hosting a webinar with Sean McGinnis about how search influences customer experience. Sean is a master of many things, and one of the most knowledgeable people I know on the subject of online search; he's the Director and General...

The Challenge and Opportunity of WOM Relevance

I had a post I was supposed to get out yesterday. But it didn't feel right. How can I discuss the amazing take-aways I learned from SOBCon over the weekend when Sunday night happened? There my husband and I were, up too late after...

3 Things You Can Do Today to Improve the Customer Experience

I've had a lot of reaction to the post this week regarding metrics being late. A great question I received on Facebook was regarding how, exactly, should someone go about understanding what is really going on DURING the experience versus afterwards. It's a great question,...

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