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.”
Destructive Leadership Practices: Is Your CEO in Denial?
We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working…
The #1 Rule for Scaling Your Business Without Alienating Customers
Operating your business and scaling your business are two separate ideas, believe it or not. It’s easy to get caught up in the daily...
Customer Experience ROI: Why Not Investing can Sabotage Your Success
Here’s something sort of funny. Whenever I speak to a group or lead a workshop, a few people approach me. These are individuals who...
Losing Customers Graciously: Why The Possessive Ex Can’t Get Another Date
Everyone’s had a bad breakup. Remember that old romance that started off strong and then ended with rage and disgust? You know the one that...
Customer Experience Is…What, Exactly?
What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with…
5 Spectacular Ways To Create the Worst Customer Experience
I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt...
Emotion IS The Experience: Microinteractions Infographic
Emotion makes the world go ’round. Today we’re pleased to present our latest 360Connext customer experience infographic. Our passion for great customer experiences is driven by...
A Catchy Catch Phrase to Hinder Customer Centric Leadership
Who would you say owns the customer experience? It’s an honest question, and it tends to come up early in the process when a client...
How To Expand Your C-Suite Without Creating New Silos
The titles at the highest levels of business used to be simple. CEO. COO. Then came the CTO and the CMO. And now there...
Is Your Online Experience Your Customer’s Worst Nightmare?
Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. We have a proprietary process and corresponding...
Customer Experience Benchmarking: The State of Mind of CX Professionals
Being a professional in the ever-changing and ever-challenging customer experience field can be isolating. While the trend of having chief customer officers, customer advocacy...
Customer Experience and Customer Service Shortcuts To Help or Harm your Business
Who doesn't just adore a time-saving shortcut? One of my favorites is most likely the ability to type in the first two letters of...
When Business As Usual Is Broken, Customer Experience Suffers
If a tree falls in the woods when nobody is there, does it actually make a sound? It's a classic existential question. How...
Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips
I always hear about someone's last bad experience as a customer when I tell people that 360Connext is focused on the customer experience. And...
Five Simple Customer Experience Improvement Tips to Jump-Start 2014
The calendar has turned, friends. After a month of making predictions, we are now on the road to a full 2014. Instead of talking...
Tearing Down the Customer Process Road Blocks
Among the most popular New Year's resolutions for the coming year, "getting organized" is one that seems to always make it near the top...
Emotion Wins the Battle: Why Branding Still Matters
I don't talk about branding all that much. I see it as a simple part of the customer experience equation. The brand promise of...
5 Ways Financial Services’ Customer Experience Will Improve in 2014
It's a month of predictions! In this installment, I will be looking into my crystal ball and focusing on the financial services industry. This...
Customer Experience Planning: Your Own Little Village
Have you ever wondered what life would be like as an urban planner? I'm sort of fascinated by the subject, partially because I'm totally...
Charge Up Your Content Marketing Strategy for the New Year: Read The Invisible Sale by Tom Martin
Have you ever experienced that moment when you THOUGHT you were doing something right, only to realize you could do it so, so much...