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.”
5 Ways Patient Experience and Healthcare Will Change in 2014
We've been having some fun around here with predictions. It's always intriguing to channel Nostradamus and predict what will be new or different in the...
Customer Personas Need To Get Real in 2014
So who is your customer, really? I find that a lot of us tend to think we know our customers, and we base this on...
Without Personalization, Social Networking is Not Social
We've come a long way with social networking In the past few years, social networking has really taken off! Use of social media is...
14 Customer Experience Predictions for 2014
It's totally December. How did that happen? Here we are again at the end of a year, looking back at the highs, lows and...
3 Ways Customer Advocacy Is Changing
Customers WANT to advocate for you if they love you. Just recently, I was chatting with a reporter about companies that create experiences so great,...
Microinteractions Lead to True Brand Love
Customers are calling the shots Customers are shopping the way they want to shop — via mobile, online or in-store — and it's up to...
Business Growing Pains Infographic: Are You Still There for the Customer?
A twinge of guilt. Is that something you secretly feel when you know your employees, business partners and your customers need something from you? You...
Do You Advocate for Your Brand Advocates?
The "end game" of a lot of marketing and customer experience teams is to gain brand advocates. These aspirational characters speak so highly of...
5 Tenets for a Stellar Social Customer Advocate
How would you define community management? It's difficult to find a working definition of the role, since it's slightly different in each organization. I like...
Spooky Microinteractions Linger
Happy Halloween! Do you know what a FUSER is? I didn’t, either. Our microinteraction of the month is an oldie but goodie. Why are we…
Men’s Wearhouse: Shareholder Centric Versus Customer Centric
For those of us who have worked in and around corporate environments, it's not uncommon to hear shareholder centric comments like "the shareholders aren't...
5 Essentials For Building Healthy Customer Relationships
Just like any kind of relationship, customer relationships are emotional and sometimes fickle. Your customers don't just need you to be there, they need...
Customer Experience Undercover: What Is Mystery Shopping?
Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes...
Overlooked Tools For Gathering Customer Feedback
Are you inviting true customer feedback? "Your call is important to us." The recorded robot voice doesn't make us feel very important, does it? Is…
8 Ways To Understand Your Customers’ Expectations
I had a lot of fun kicking off the Word of Mouth Marketing Association's Social Customer Care Certification program this week. In a series...
You Can See For Miles: Tools For Your Social Customer Watchtower
The way customers seek help is changing. Many of the traditional methods have become inefficient. The growing percentage of customers who prefer social customer...
REALLY Listening To Customers Requires Skill
Isn't it so great when you feel really heard? When you feel like the listener is engaged deeply in what you're saying? Ever have...
Do You Set Your Own Customers’ Expectations?
Are You Meeting Your Customers' Expectations? Of course! I mean, they are not complaining, are they? Your customers are happy and they continue to do...
The Value of Customer Experience
What's the value of customer experience? It's an interesting question. Whether being measured by your customers or from within your organization, the value of customer...
10 Ways Customer Experience Rocks Your World
Times have changed. A few years ago, I would utter the phrase "customer experience" and get the strangest looks from people. Today, there is...