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.”
Rethinking QR Codes as Part of the Customer Experience
Last March at the South By Southwest Festival, QR codes were EVERYWHERE. QR codes are those scannable funky bar code squares that look like...
Meet Your New Customer Service Hologram
This summer, the buzz was about bringing Tupac back via Hologram at Coachella. I heard about this, but honestly didn't really want to look...
Dish Network CEO: Who Needs Good TV?
Thanks to The Consumerist, I am happy to learn that I live on a farm and I don't know about New York. That's what...
Details of Customer Experience
The problem with details? They're just so teeny and easy-to-miss. It's easy to think about them later. We realize after the fact when there...
Is Your Company Self Aware?
There are people in the world who lack all self-awareness. You know the type. Those who speak at full volume in a movie theater....
Best Qualities of a Customer Experience Leader
I've been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change...
How Pricing is Part of the Customer Experience
As always, the arc of customer experience fascinates me. I got a great question recently. It seems so simple. Should pricing be considered part of...
Do Your KPI’s Mention Customers?
A few years ago, when I would mention "customer experience" to business people, I would receive an expected response. Smiling, nodding, then moving on....
Your Product Doesn’t Matter
Earlier this week, we were without electricity for almost two days. Like many in the United States, we're experiencing some extreme heat and it...
Customer Experience Investigation: Mapping The Touchpoints
One of my favorite things to do is gather people from all over an organization in a Customer Experience Investigation(TM) workshop to map the...
Customer or Company Mission?
It's been reported that a flight attendant on a delayed American Eagle flight (part of American Airlines) began lashing out at passengers, daring them...
Social Media Listening With No Budget
I've been talking to a lot of customer experience professionals lately. We've come a long way, baby! A few years ago I would utter...
Ignorance is No Excuse
Are your people ignorant? I ask because sometimes when I have to share the hard facts of what I've learned through a Customer Experience Investigation(TM),...
Culture Wins
"Culture eats strategy for breakfast." This quote is widely attributed to Peter Drucker. And I can't think of a better way to say it. Except…
Think You’re Focused on Customers? Think Again.
This isn't so bad! Today, I'm participating in the second Members Insight Exchange of the Customer Experience Professionals Association (CXPA) in beautiful San Diego at...
The “Doing” of Customer Experience
Listening to some popular business speakers, you'd think customer experience work is glamorous. It's all about making customers happy…so what could be more fun...
How NOT to Ask for Customer Feedback
Let's say it's a Tuesday. You're minding your own business. You might even be minding the affairs of your own business, as I was...
No More Ruined Days
I feel a little goofy describing why I'm passionate about the work I do. It sounds lofty; pretentious even. My work is definitely focused...
Don’t Care About Social Media Regulations? You Should.
This week, I stepped down from the board of the Chicago chapter of the Social Media Club. After two years, I've learned so much...
What Adoration Looks Like
There are people who are honored. And then there are people who honor others. One of the first clients I had when I launched 360Connext...