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.”
How Do You Define Customer Advocacy?
There is lots of talk about customer advocacy. It's the end-game for many marketers and customer experience professionals. If you have customers who love...
3 Ways To Seek Feedback From Non-Customers
I've been spending a bit of time at the Chicago Auto Show. It's a pretty spectacular affair of concept, design and 'what's next.' Among other...
Customer Onboarding: Honeymoon or Not?
The start of any relationship is special. Customers deserve a honeymoon. And yet most never get it. Sales people woo and discounts entice, and yet…
Infographic: Breaking Up is Hard To Do
We've got another infographic. This time, we're talking breakups. Customer breakups, that is!"The course of true love never did run smooth"- A Midsummer Night's...
Microinteraction of the Month
What's a microinteraction? It's the little thing that sets the tone for an experience. We're obsessed with them around here. We think they are...
When Inside-Out Trumps Outside-In, Customer Lose
Did you hear the one about American Airlines? They rebranded, re-logoed, and are doing their best to reinvent. It was a big deal; they...
3 Customer Experience Mistakes and How To Fix Them
We all make mistakes. We all try stuff that doesn't work. Albert Einstein famously said insanity is doing the same thing over and over...
The ROI of a Loyal Customer
I'm asked this question a lot: what's the return on investment (ROI) of customer loyalty? It's a good question, and one that's not as...
Execs Still Don’t Get Customer Experience
Many executives are interested in improving the customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When...
3 Inspired Ways to Earn Loyalty
Don't you love feeling appreciated? Don't you hate feeling overlooked? Customers every day are expressing how they feel – publicly – about these emotions. And...
Customer Loyalty: Is It A Two-Way Street?
We've been having some fun over at the 360Connext Facebook wall (have you LIKED us yet!?) and started posting trivia questions this week. On...
The Problem With Problem Customers
In the December issue of Harvard Business Review, Denish Shah and V. Kumar made the case for why cross-selling to problem customers was a...
Is Loyalty STILL Dead?
Almost one year ago, I declared loyalty dead. I meant what I said, but now I'd like to examine this argument and hold the...
Stop Doing These 3 Things For a Customer-Centric 2013
Ever hear of a "stop doing" list? All the cool kids and productivity gurus mention them. The idea is to create a not-to-do list...
Twitter and Instagram go their separate ways
An announcement Wednesday morning from Instagram made its users shudder. Their art would no longer look good in Twitter's world. Instagram's integration with Twitter...
Customers Will Behave Differently in 2013
As we're about to enter the annual ritual of turning the calendar page and looking at the fresh new year, it's also the time...
5 Customer Experience Tools
I'm often asked about which tools I use when evaluating customer experience issues for my clients. The answer, not surprisingly, is the classic consultant...
Luxury Customer Experience Needs To Evolve
It seems our tastes are becoming more pedestrian. At least that's what the luxury brands are thinking. According to this article in the Huffington Post,...
Infographic: How Did Your Customer Experience Get on the Naughty List
Now that we're in full swing of the holiday season, it's time for the gift of insight. Enjoy!
Holiday Experience Shopping
My friends are lamenting about the holiday season already. Stress. Lots and lots of stress. Have you remembered everyone? What do you need to...