Jeannie Walters

Costco, Customer Experience Success & Little Things.

Last night, in a strange moment, I found myself watching a CNBC show about Costco. Yes, Costco – the mega discount warehouse chain. Here's a clip from The Costco Craze. Some fascinating tidbits from the show: The company never advertises. Ever. The maximum markup for…

The Secret Ingredient? Passion.

Trying to summarize my thoughts around the first Chicagoland Customer Experience Professionals Association (CXPA) meetup is like trying to describe one of those strange dreams we have. "It was my house, but not my house, and there were people there that were friends, but...

Repeated Messages for Customer Experience

I attended the Art of Marketing Conference here in Chicago yesterday. The lineup was impressive, including Seth Godin, Randi Zuckerburg and Gary Vanyerchuk. Each of them had their own messages, but there were a few that kept being repeated, albeit in slightly different ways. 1....

When What’s New Isn’t Necessarily What’s Right

Sometimes the hard truth is the old way still works. But what's new is so shiny! So exciting! So different! I love new. I love love LOVE innovation. I get so excited about what's next. And I love when my clients do, too. Innovation and...

Why Customer Anecdotes Can Tell You As Much as Metrics

Customers like to share. But they share when it's about them, not you. Send a survey and you'll receive great feedback from a wide swath of your customer population. Ask for comments about their experience and you're sure to get some gems. But there's gold…

You Called Me. Please Don’t Ruin My Day.

I was minding my own business. The call came into my home phone and the caller ID never quite identified who was calling. So I made the mistake of answering. What greeted me was a beep, a woman who sounded half-awake and who started a...

The Bad Breakups in Customer Experience

It's just like that boyfriend who started off great and then left you in a fit of rage. You know the one you can't talk about without rolling your eyes about how awful it was "at the end"? Except this relationship is with a company....

What’s Your Mobile Mojo?

mobile for the masses Mobile is the new black. We are learning that more customers (your customers) are using mobile than ever before. Mobile apps help us verify we're getting the best deal, finding the best option, and otherwise enhancing (and controlling) the experience with…

Trends Influencing Customer Experience

It's my last day here at the South By Southwest Interactive Festival in Austin, Texas. It's been the wild ride it always is, including seeing old friends, hearing some great (and not so great) speakers, and networking in some of the strangest places. Last year,...

Book Review: Roar!

Ever think about how the individual motivations of people and departments impact the holisitic experience for your customers and the results of your organization? How about the way these individuals within your organization use a specific lens to see operations and goals? These are...

Expectations Set Emotions

I have a four year-old son. His emotions are full-on at any given point. They include "WOW! This is the most amazing moment in the history of mankind!" and "This is the worst thing I or anyone else has ever experienced." His reactions really come...

Customer Experience Rules: Don’t Be Rude!

In the "not rocket science" category of great customer experiences, Don't Be Rude has to be at the top of the list. And, yet, the fact that certain companies (Zappos, Starbucks) are known for providing experiences that are rudeness-free grabs attention. The other day, I...

Community Managers as Customer Advocates

Community management is all the rage – haven't you heard? It's difficult to find a working definition of the role, since it's slightly different in each organization. I like this one from The Community Roundtable - "Community management is the discipline of managing your constituent...

Loyalty is Dead

Is there such a thing as brand loyalty? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The fans of Netflix were die-hard, too. Then they left-quickly and en masse. Yes,…

The One Customer Experience Resolution For 2012

It's the time of year where we are re-dedicating ourselves to betterment. We want what's new, fresh and better! If there is one way to create a better customer experience, it's this: Advocate. The term advocate is used a lot when referring to kids in…

Your Customer Standard: Your Mom

Would you talk to your mom like this? It's a simple litmus test. I snapped this picture at the nearby Sports Authority. Isn't there a better way? How about an arrow for where the entrance is? How about a "Thanks for shopping with us." Instead,...

Why Social Media (Still) Works

This weekend, I was honored to be part of an article in the Chicago Sun-Times. The reason I was honored was because it was a column about engagement – for real. And it was a great way for me to talk (again) about my...

7 Simple Ways To Consider Your Customer

Much of what I do these days centers around evaluations. I evaluate web sites, shopping processes, social media presences, market trends, communications and more, all to inform my clients about the true experience of their customers. So much of what affects the customer experience...

What Connie Burke Can Teach Anyone About Living Your Brand

Do you know Connie Burke? If so, you know what brand she works for, and you know she is passionate about it. If you don't, allow me to introduce you to her. Connie is the Communications Manager for Social Media (hope I got that right)...

4 Challenges About Leading Customer Experience Initiatives

It was a meeting of a new organization at the oldest operating hotel in the United States, the Omni Parker House Hotel in Boston. (That's the Omni Pahkah House to Boston locals.) At the inaugural Customer Experience Professionals Association (CXPA) event for customer experience practitioners,...

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