By Jeannie Walters, CCXP
How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into
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The podcast currently has 96 episodes available.
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:
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/)
This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from.
In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company.
We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year. We also delve into language tactics businesses employ, such as using terms like "inflation-free options" to entice shoppers.
Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. The conversation expands to the power of understanding people and media narratives, with discussions on trends like "FridgeScaping" and viral challenges.
About Rohit Bhargava:
Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world. Rohit has been invited to deliver “non-boring” keynotes and workshops in 32 countries around the world to change the way teams and leaders think at the World Bank, NASA, Intel, LinkedIn, MetLife, Under Armour, Univision, Disney and hundreds of other well-known organizations. Prior to becoming an entrepreneur and founding the Non-Obvious Company and Ideapress Publishing, he spent 15 years leading marketing strategy at Ogilvy and Leo Burnett where he advised global brands on human behavior, marketing and storytelling. Outside his speaking and consulting, Rohit has taught persuasive speaking and global marketing as an adjunct professor at Georgetown University, is frequently quoted in the global media and writes a monthly column on non-obvious ideas for Inc magazine. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. He loves the Olympics (he’s been to five!) and actively hates cauliflower.
Follow Rohit on...
LinkedIn: https://www.linkedin.com/in/rohitbhargava
X/Twitter: https://twitter.com/rohitbhargava
Facebook: https://www.facebook.com/rohitmarketingauthor
Articles Mentioned:
Walmart kicks holiday season off early (Retail Customer Experience)
The Art Market Is Tanking. Sotheby’s Has Even Bigger Problems. (The Wall Street Journal)
The Scrub Daddy Sponge Has a Cult Following. But Is It Better Than This Wirecutter Favorite? (The New York Times: Wirecutter)
Fridgescaping is everywhere. But is it safe? (The Washington Post)
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/)
Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive customer care and community building in fostering loyalty and setting your small business apart from the rest.
Join us for an insightful discussion that turns customer experience challenges into opportunities for growth and success.
Resources Mentioned:
National Small Business Association -- nsba.net/
Customer Journey Mapping Workbook -- bit.ly/cjmworkbook
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com
Learn more about CXI Ground School™ -- cxigroundschool.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 your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data. With your data in one place, discover how AI and machine learning tools like IBM Watson and Salesforce Einstein can reveal patterns and insights that drive business success.
But that's not all—this episode is packed with resources to propel your customer experience strategy to new heights. Tune in and redefine your customer experience strategy today!
Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Learn more about CXI Ground School™ -- cxigroundschool.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/)
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to building long-term visions that align with your company's mission and values.
Tune in as we uncover approaches for successful CX leadership, including the importance of stakeholder perspectives and using tools like journey maps to pinpoint areas for immediate improvement. Jeannie emphasizes the necessity of proving ROI and fostering a culture of continuous CX improvement. This episode is a treasure trove of practical advice for new CX leaders eager to make their mark and champion the importance of customer experience within their organizations. Listen now to start turning your CX ideas into impactful actions!
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
CX Charter Guidebook -- bit.ly/cxcharter
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/)
The podcast currently has 96 episodes available.
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