Jeannie Walters

Build Customer Trust By Avoiding These Mistakes

Success Relies Upon Customer Trust When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Wh...

5 Ways Successful Teams Close the Customer Experience Gap

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obst...

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experie...

How to Turn Customer Experience Strategy into CX Execution

Let’s Talk CX Strategy Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees? The thing about strategy is that it’s not just about strategy…it’s actua...

Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?

As a whole, we don’t really enjoy talking about customer experience basics. Instead, the conversation around CX often centers around the pull-a-rabbit-out-of-a-hat, OHMYGOD moments that amaze customers and offer those oft-discussed but hard-to-achieve ...

Co-Creation With Customers: 5 Ways to Drive Better Results

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and a...

Improving B2B Customer Experience: Is It More Personal Than B2C?

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer...

The Value — and Values — of Customer Experience

Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promo...

SAP CX Live Insights: Focus on Your Customer

Photo credit: @SAPCX on InstagramSAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future.  Enterprise software giant, SAP, ...

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data se...

How the Most Important Touchpoints Get Ignored, And How to Fix It

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how...

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce custom...

3 Leadership Buzzwords that Exist for the Best Reasons

Thanks to a fun report from CCW, Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agr...

What Kind of Customer Experience Leader Do You Need to Be?

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience o...

You Need to Know the TRUTH About Customer Empathy!

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions....

3 Ways the Best Brands Do Omnichannel Right

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic...

How to Avoid Hidden Disasters in Customer Experience Design

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer...

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for ...

How Costly Is It to Not Engage Customers? 

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real...

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we t...

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