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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.”

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...

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....

Customer Communications Considerations

We, as customers, are inundated. We are caught in a deluge of communications. We don't necessarily ask for it or really care about the...

Themes from Social Media Week Panel

I had the privilege of sitting on a panel with my fellow Social Media Club of Chicago board members, Jeff Willinger, Barbara Rozgonyi, Amy...

(Lack of) User Experience

I'd hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don't believe one...

Monday Must-Reads: Patient Experience

Customer experience is not always customer experience. Sometimes, it's client experience, patient experience, student experience or parent experience. Knowing your true customer is step...

Powerful Ways to Connect Via Social Media

It's not just Twitter than can lead to new business, however, it's all the ways we connect via social media. I use specific tactics...

Customer Experience Investigator: A Day In The Life

It's hard to explain what I do. Customer experience is a topic many are passionate about, yet they don't always know what to do...

Customer Expectations, Promises and Regret

"What about problem customers?" "They don't appreciate how complex the backend technology is to make this all work." "We can't do it the way the...

Ask Yourself These Questions Away From The Office

It's been my experience that the hardest changes to make within the very broad term "customer experience" are the internal ones regarding culture and...

When The Truth Hurts

Sometimes it's difficult to be honest. I was reflecting about some of the ways the truth hasn't set me free. Here's the truth: Sometimes clients…

Recruiting: The First Touchpoint

In the continuing webinar series "Customer Experience And…" I had a chance to talk about an often-overlooked first touchpoint: Recruiting. Brad Farris, Principal of Anchor...

Customer Experience v. Customer Service

It was another great #CXO chat this week. I was lucky enough to be the invited guest, and we had a blast discussing the...

Improve the Customer Experience In 60 Minutes or Less

"It's just so much!" It's a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with...

The Micro/Macro of Customer Experience

Imagine you sign up for a service which you believe will help you rent your place out for a week. You sign the papers,...

Do You Hear Your Customers Screaming? (Probably Not.)

ATTENTION! Anyone who sells anything to anybody: You're not hearing the complaints. Why? Because you're customers are SCREAMING and telling their friends, Facebook compatriots, blog...

Customer Experience And

I was honored to co-host a webinar on this subject with Gini Dietrich, founder of Arment Dietrich and author of the must-read blog Spin...

Borders: Lessons In Customer Expectations

A few weeks ago, I penned a post about how Borders may have missed the boat on innovating quickly enough. I wish now it...

Six Ways to Assess and Improve Your Customer Experience

I was honored to be a returning guest blogger on Arment Dietrich's must-read blog, Spin Sucks. Here is a repost of a recent blog…in...

Speed Or Quality? Or Door # 3?

In this week's CXO Twitter chat hosted by Vivisimo, there was an interesting strong debate discussion regarding Speed v. Quality. Are they mutually exclusive? (By...

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