Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organization’s customer journey. Together, we'll explore how understanding your customer experience landscape and crafting clear mission statements can align your strategies with organizational objectives. By investing in innovation and recognizing the strategic importance of customer experience, we can elevate it to the forefront of business initiatives, driving not only success but fostering a better world by alleviating customer frustrations.

This milestone is a celebration of YOU—our amazing listeners—who inspire this mission every day. Let’s keep setting bold goals, celebrating wins, and empowering CX leaders everywhere to make a lasting impact. Tune in to take the next step in driving success for your customers, your organization, and beyond!

Episodes Mentioned:
First 100 Days as a CX Leader (Episode 84)
Must-Haves for Success CX Programs (Episode 65)
Customer Experience (CX) Examples in Evolving Industries (Episode 12)
Setting Clear and Actionable Customer Experience Goals (Episode 72)
Management or CX Consulting? (Episode 75)
Cross-Functional Communication (Episode 74)

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions that will help you evaluate your priorities and achievements this past year. Join Jeannie Walters as we delve into positive customer feedback and uncover stories that can inform us of where future investments should lie. This is your chance to connect the dots between customer experience efforts and real business outcomes, ensuring that your initiatives are both meaningful and beneficial to your bottom line.

Use the insights and questions shared as tools for both reflection and proactive action. Let's prepare for an impactful 2025 by celebrating our successes and identifying areas for growth. Thank you for your dedication to your customers, and here's to a joyous holiday season and a Happy New Year!

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment. Discover the importance of transparency and honesty, and learn how offering alternatives—even suggesting competitors—can surprisingly strengthen your customer relationships and build unparalleled trust.

Together, we can transform ideas into actionable strategies that elevate your customer experience. Subscribe now and let's embark on this journey to turn challenges into opportunities for excellence.

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption.

We then spotlight the burgeoning trend of transparency in technology. The conversation parallels AI disclosure with privacy laws, highlighting how this shift could foster trust. The discussion takes a thought-provoking turn as we question AI's capacity for empathy, pondering whether AI can deliver more meaningful experiences than humans.

Our exploration extends into the educational arena, where AI is both a boon and a challenge. AI can enhance learning but also presents obstacles to foundational skill development. We emphasize the vital balance between embracing AI's efficiency and nurturing essential human skills and relationships.

About Andy Crestodina:
Andy Crestodina is a co-founder and CMO of Orbit Media, an award-winning 50-person digital agency in Chicago.

Over the past 24 years, Andy’s provided guidance to 1000+ businesses. He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. He’s also the author of Content Chemistry: The Illustrated Handbook for Content Marketing.

• Top 10 Online Marketing Experts, Forbes 
• Top 50 Marketing Influencer, Entrepreneur Magazine 
• Top 25 Content Marketers, Express Writers/Buzzsumo
• Top 10 Social Media Influencers, Social Media Explorer

Follow Andy and Orbit Media on...
LinkedIn: http://www.linkedin.com/in/andycrestodina/
LinkedIn: https://www.linkedin.com/company/orbit-media-studios-inc./
Facebook: https://www.facebook.com/orbitmediastudios
Twitter/X: https://twitter.com/crestodina
Twitter/X: https://twitter.com/orbiteers
YouTube: https://www.youtube.com/Orbitmedia

Articles Mentioned:
Taco Bell and KFC’s Owner Says AI-Driven Marketing Is Boosting Purchases (The Wall Street Journal) -- https://www.wsj.com/articles/taco-bell-and-kfcs-owner-says-ai-driven-marketing-is-boosting-purchases-ab3a5f36
Retailers confront trust issues as generative AI becomes commonplace (CX Dive) -- https://www.customerexperiencedive.com/news/retail-customer-trust-generative-bain-e-commerce/733018/

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization's vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies. Hear how to develop a compelling CX mission statement that not only guides employees but also ensures consistent and exceptional customer interactions. Discover how to set measurable goals to assess the success of your CX initiatives, focusing on key metrics like customer retention, referrals, and satisfaction rates.

Together, let's turn your CX aspirations into impactful, strategic actions that deliver meaningful results.

Resources Mentioned:
Learn more about CXI Flight School™ -- cxiflightschool.com
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We'll explore some strategies to categorize and analyze feedback, allowing you to pinpoint root causes and prioritize improvements.

Embracing negative feedback isn't just beneficial; it's transformative. By fostering a culture of open communication, businesses can achieve significant improvements for both employees and customers. Join us as we delve into understanding customer emotions and identifying friction points, ultimately aligning feedback with organizational goals for an enhanced customer experience. This isn't just about damage control; it's about creating a win-win-win scenario for everyone involved. 

As Jeannie Walters shares her insights, we're eager to hear how you'll implement these strategies and invite you to continue this journey with us, turning what might seem like setbacks into strategic advantages.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.

The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vague communications, like hidden banking fees, can frustrate customers. Discover how aligning employee and customer experiences—starting with frontline involvement—can make change implementation smoother and align with organizational values. Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.

About Tamsen Webster, MA, MBA, Founder at the Message Design Institute:
Part message designer, part English-to-English translator, part magpie, Tamsen Webster helps leaders craft their case for large-scale change. In addition to her work in and for major organizations such as Harvard Medical School, Fidelity Investments, and Klaviyo, she’s a judge and mentor for the Harvard Innovation Labs, a professional advisor at the Martin Trust Center for MIT Entrepreneurship, and has spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events in the world. She was named to the Thinkers50 Radar in 2022 and is the author of two books, Find Your Red Thread: Make Your Big Ideas Irresistible and Say What They Can't Unhear: The 9 Principles of Lasting Change. She lives in Boston with her husband, two sons, and two brindle Greyhounds, Hazel and Walnut.

Follow Tamsen on...
LinkedIn
X/Twitter
Facebook
Instagram
YouTube

Articles Mentioned:

• i2c Inc. and PYMNTS Survey Reveals Consumer Expectations for How Banks Respond to Credit Card Fraud (Business Wire)
• How The Vitamin Shoppe builds flexible customer experiences (CX Dive)
• How Businesses Can Cultivate a Customer-Centric Culture During Natural Disasters (socPub)
• Attributes—not skills—determine whether you ‘cut it’ or not (McKinsey & Company)

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Breaking down silos while maintaining specialization isn't just a buzzword—it's a necessity for a seamless customer experience. But how can companies, especially within tightly regulated industries like financial services, balance the need for specific expertise with the demand for a unified customer journey? In this episode, an insightful listener question sets the stage for a compelling exploration of cross-functional collaboration. We'll navigate the tension between specialization and an aligned customer vision, revealing how cultural commitment and strategic communication can transform fragmented operations into a cohesive brand experience.

Whether adapting marketing strategies or wrestling with supply chain challenges, tune in to hear some strategies to build customer trust and deliver a seamless interaction that transcends departmental boundaries. Let's turn the dream of a consistent and compelling customer journey into a reality.

Resources Mentioned:
CX Charter Guidebook -- https://bit.ly/cxcharter
Experience Investigators Learning Center -- experienceinvestigators.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a seamless customer experience that resonates with everyone involved. Through transparent communication and targeted training, Jeannie uncovers actionable strategies that go beyond traditional sales tactics, emphasizing the value of shared goals and mutual success. Both parties can elevate their operations and achieve better business outcomes.

Whether you're a seasoned B2B supplier or new to the game, this episode provides valuable lessons on fostering robust partnerships that prioritize exceptional customer service. Tune in and discover how to elevate your network and drive success across the board.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
The CX Value Chain [LinkedIn Learning Course] -- bit.ly/lilcxvalue
CX Operations [LinkedIn Learning Course] – bit.ly/lilcxops
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By identifying the root causes of customer issues, like unfulfilled promises affecting contract renewals, we can make more informed decisions that benefit both the organization and its customers. Uncover the power of a solid customer experience strategy success statement that clarifies what success truly looks like and where your investments will yield the highest returns.

Transform your approach to customer experience by finding new strategies to create meaningful interactions that elevate customer value and align with your organizational priorities.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Take the CXI® Compass assessment -- CXICompass.com
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)