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.”
The Intentionality of Patient Empathy
Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy...
Why Claims of History Fail to Impress Today’s Customers
One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible...
5 Silent Issues that Destroy Customer-Focused Innovation
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective...
What do Trends from SXSW 2016 Mean for Customer Experience?
It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will...
Obsessing over CX for Millennials Ruins It for Everyone!
Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come...
Hug Your Haters: A Groundbreaking New Book by Jay Baer
Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start...
3 Ways to Boost Your Customer Service Listening
You know the feeling. You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up”…
Are you SURE you’re Hiring the Right person?
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company...
Empowering Employees: Do Your Rules Beg to be Broken?
It’s important to have rules. There is no doubt about that. In any organization, we need processes and rules to help establish what the expectations...
5 CX Strategy Killers You Need to Get Over
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our...
24-Hour Customer Service Solutions for Those who Need to Sleep
Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then...
5 Mobile Personalization Tweaks to Keep Customers On Track
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed...
‘Tis the Season to Find Pain Points in Your Customer Journey
The holiday season will be over before you know it. Your customer pain points are showing! In the past several weeks, your customers have become…
5 Ways to Improve the Patient Experience in 2016
It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare,...
5 Customer Appreciation Tweaks Customers Will Gobble Up!
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a...
Sports Lessons – How to Turn Customers into Fans
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This...
Focusing on Customers: Lessons from Medellin
I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia...
5 Ways to Rock your Worst Case Customer Experience Scenario
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day,...
What Customer Experience Is NOT!
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of…
Customer Happiness Lessons for Any Company, Courtesy of Zappos
A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour....