Unlock the potential of storytelling to revolutionize your brand's customer experience. Imagine creating not just a transaction but a true emotional bond with your audience. Join us as we dissect how storytelling transcends raw data and features, transforming them into authentic, relatable narratives. You'll discover how campaigns like Dove's Real Beauty can serve as a powerful blueprint for forming genuine connections. We promise you'll walk away with actionable insights on how to make your brand's story resonate deeply, encouraging customers to see themselves in your journey and inspiring them to take their next step with you.

But storytelling isn’t just for customers—it's a dynamic tool for engaging leaders and teams within your organization as well. This episode offers a glimpse into how storytelling can dismantle silos and foster a culture of connection and success at every level. We'll discuss strategies for using stories to bridge the emotional gap in B2B settings and illustrate potential outcomes that lead to smarter decision-making.

Resources Mentioned:
Sign up for the Weekly Win -- experienceinvestigators.com/newsletter/
Get our Customer Journey Storyboarding Template -- bit.ly/journey-storyboard
Take the CXI® Compass assessment -- cxicompass.com
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 time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. 

We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacies of consumer data privacy, considering AI as a tool for empowering consumers to manage their data. Tune in for a thought-provoking exploration of the trends redefining commerce and community today.

About Dr. Amy Climer:

Dr. Amy Climer is a speaker, trainer, and coach who teaches teams how to innovate on demand. She developed the Deliberate Creative™ Team Scale to help teams understand how to increase their creativity. She hosts The Deliberate Creative™ podcast and she is the designer of Climer Cards, a creativity and teambuilding tool. Amy has a Ph.D. in Leadership and Change.

Check out Amy's new book, Deliberate Creative Teams, at https://climerconsulting.com/book/.

Follow Amy on...

• Facebook: https://www.facebook.com/climerconsulting 
• LinkedIn: https://www.linkedin.com/in/amyclimer/ 
• X/Twitter: https://twitter.com/amyclimer 
• Instagram: https://www.instagram.com/amyclimer/ 

Articles Mentioned:
Turning Screen Time Into Seamless, Personalized Shopping: The Future of in-Car Commerce (PYMNTS) -- https://www.pymnts.com/connectedeconomy/2025/turning-screen-time-into-seamless-personalized-shopping-the-future-of-in-car-commerce/
Your Next Apartment Rental May Also Be a Marketing Campaign (The Wall Street Journal) -- https://www.wsj.com/articles/your-next-apartment-rental-may-also-be-a-marketing-campaign-cdfa339f
Consumer Loyalty 2025: Why Data Transparency Matters More Than Discounts (Ad Age) -- https://adage.com/article/opinion/consumer-loyalty-2025-why-data-transparency-matters-more-discounts/2599816

Resources Mentioned:
Take the CXI® Compass assessment -- CXICompass.com
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 your commoditized product could command premium pricing and cultivate a loyal customer community? That's exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement. With compelling examples, we demonstrate how companies can leverage CX to stand out and thrive.

Join Jeannie Walters as we unpack real-world success stories and provide actionable insights for turning commoditized products into beloved brands. From the power of word-of-mouth referrals to creating standout experiences, we delve into how strategic CX investments can lead to remarkable growth and customer loyalty. Whether you're selling coffee beans or outdoor gear, this episode offers valuable lessons on how to elevate your brand through the full spectrum of customer experience.

Resources Mentioned:
Take the CXI® Compass assessment -- CXICompass.com
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 your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success. We'll explore the power of visual aids, adaptable communication methods, and the recognition of individual learning styles to craft an environment where every team member feels valued and empowered.

Throughout our discussion, we'll delve into practical strategies to ensure your training programs and SOPs resonate across cultural and linguistic backgrounds. By embracing the unique challenges of each team member, we can design initiatives that not only acknowledge diverse viewpoints but also harness them to enhance customer experiences. Whether you're developing new procedures or refining existing ones, discover actionable steps that turn ideas into impactful actions, paving the way for an inclusive workplace culture that thrives on diversity and shared success.

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 time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market.

Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.

About Andrew Carothers, CCXP:
Andrew Carothers, CCXP, is a Customer Experience executive known for developing innovative CX strategies that grow revenue, increase renewal rates, and expedite customer adoption. A founding member of Cisco System’s CX function, he helped build the function with a focus on digital experience and partners. He’s a 12-time International Customer Experience award winner, frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. He currently serves as a member of the Board of Advisors for the University of San Francisco’s School of Management Strategic Artificial Intelligence program and as a judge for US and international CX competitions.

Follow Andrew on...
LinkedIn: https://www.linkedin.com/in/andrew-carothers/

Articles Mentioned:
AT&T Says It Will Now Credit You for Outages and Long Customer Service Wait Times (Gizmodo) -- https://gizmodo.com/att-says-it-will-now-credit-you-for-outages-and-long-customer-service-wait-times-2000547491
Samsung’s smart fridges will use AI to suggest groceries to buy on Instacart (The Verge) -- https://www.theverge.com/2025/1/2/24334411/samsung-instacart-smart-fridge-partnership
LA man nearly misses flight as self-driving Waymo taxi drives around parking lot in circles (CBS News) -- https://www.cbsnews.com/losangeles/news/la-man-nearly-misses-flight-as-self-driving-waymo-taxi-drives-around-parking-lot-in-circles/

Resources Mentioned:
Take the CXI® Compass assessment -- CXICompass.com
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/)

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/)