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.”
Customer Experience Investigation: Talk the Talk
Much of what I do is centered around walking in the customer's shoes, thus the Customer Experience Investigation(TM) tagline. And yet so much of...
Can you predict customer experience success?
A few weeks ago, I attended the SOBCon Conference here in Chicago. Full of inspiration, motivation and ideas, I plunged into considering plans for...
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...
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...
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...
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...
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...
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...
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...
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…
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...
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?...
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...
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,...
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...
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 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...
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...
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...
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,...