❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy?❔

Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don't know where to invest our time, resources, and efforts in the right ways. Of course, we want to treat our customers well and ensure their moments on the journey are magical and wonderful. However, if we ONLY did that, we wouldn't be running our business and organizations very long. At the end of the day, we need to have a successful organization to continue serving our customers. So, while customer experience is squarely focused on the customer, it's also about the organization and helping it succeed.

In this episode, Jeannie talks about:
- balancing what's right for the customer and what's right for the organization
- defining how your customer experience efforts will serve your company's larger objectives
- tracking the success of your customer experience program

Resources Mentioned:
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/)

❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔

One of Jeannie's core beliefs is that you can't authentically deliver a great customer experience without aligning that experience with your employee experience. Sometimes, Human Resource teams, departments and leaders are focused on process, procedure and operations, and they don't see their role as part of developing, nurturing and cultivating the right kind of employee experience. This is where customer experience best practices can really come in handy. The same best practices can help you create an amazing employee experience, which in turn will drive better customer experiences.

In this episode, Jeannie talks about:
- benefits of genuine employee referrals
- creating a culture of collaboration
- empowering employees to feel aligned with your mission
- advantages of defining success in your organization

Resources Mentioned:
Employee Journey Map Template -- bit.ly/ejmtemplate
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/)

❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔

When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don't connect them to the big picture. When customer experience is not connected to the organization as a whole, it can be challenging. It's all about cultural commitment, which starts with leaders. Wherever you sit as a customer experience change agent, you are a leader! You can be someone who makes changes.

In this episode, Jeannie shares some recommendations for becoming customer-centric. Tune in to hear more about:
- defining goals around customer experience and business outcomes
- creating a feedback strategy
- understanding customers beyond surveys

Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
CX Charter Guidebook -- bit.ly/cxcharter
Experience Investigators Website -- www.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/)

Let's get into some real-life examples of customer experience (CX) improvements in action! This week we're focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are not in these industries, you can use these examples as inspiration to generate your own ideas. Let's learn from each other!

In this episode, Jeannie discusses some best practices and dives into why looking at CX as a strategy is vital for any organization in any industry. We hope these examples can help you elevate your CX strategy to the same level as other efforts in your organization.

Resources Mentioned:
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/)

This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." ❔

This is something that Jeannie can relate to on both sides - from the customer's point of view and as a business owner. In this episode, she explains that our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences.

Tune in to learn more about:
- Setting expectations and being honest if we can't live up to them
- Balancing pros and cons for both the organization and your customers
- Driving long-term change

Resources Mentioned:
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/)

We have a special edition this week to celebrate our tenth episode. Thank you for listening and for asking great questions!

In this episode, we're presenting the top ten ways Customer Experience (CX) makes a better world, which relates directly to Jeannie's mission To Create Fewer Ruined Days for Customers™. Tune in for the countdown!

Resources Mentioned:
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/)

❔"How do you define value creation from customer experience?"❔

This is a multi-million dollar question depending on the industry that you are in and the organization that you are talking about. This is something that plagues Customer Experience (CX) leadership and management: when people start asking, "Is customer experience, you know, worth it?"

C-level leaders to customer-focused employees, even organizations who are running pretty mature CX programs, often start wondering how their efforts are paying off. This is something that we have to talk about more. Wherever you sit in your organization, there are ways to connect the dots to real value creation.

Customer experience can absolutely be tied to three areas of specific tangible returns on the investment - creating that value for your organization:
1. Higher retention rates and lower customer churn lead to real value.
2. Customers who stay longer with your brand also spend more with your brand.
3. Customer referrals lead to immediate returns

We'll tackle each of these in this episode.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Free CX Success Statement Workbook -- bit.ly/cx-success-workbook

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 are the main characteristics that make up a good customer experience?"❔

This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers feel like they've been let down or when they were surprised and delighted.

When working with CX change agents and leaders, Jeannie focuses on three main macro factors for creating an exceptional customer experience. She explores each in more detail in this episode:
- The vision and the promise of your customer experience
- Empowered employees who feel valued and heard
- Not just listening but acting

Resources Mentioned:
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/)

❔"Is customer experience and process improvement the same thing?" ❔

This is a very interesting question! For starters, we need to think of it as a "yes, and" scenario. Business plans tend to focus on what's happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it's happening if you're being intentional or not. So let's be intentional!

In this episode, Jeannie talks about
- Business processes and customer experience management
- Where our focus needs to be for CX and business processes
- Reviewing business goals in relation to customer experience
- How to get this outside lens of what's happening with your business

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Customer Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint
Article: Service Blueprinting and the Next Normal -- experienceinvestigators.com/service-blueprint-how-to/

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/)

❔"How do we define what customer experience truly is?"❔

Another AMAZING question 💪 Defining what customer experience (CX) means to your organization is essential. It's often presented as a very vague concept, which can lead everyone to make assumptions about goals and outcomes and leaves the door open for a lot of guessing from all parties. We need to remember that whether or not we are being intentional about customer experience or our CX programs, our customers are ALREADY having an experience. 

This week, Jeannie aims to help you define what customer experience means to your organization. She takes a look at key factors like...
- Aligning with customer expectations
- Tying strategy into the overall success of your CX program
- Action you can take to create a customer experience plan
- Why having a customer experience plan is important for your business

She also provides some FREE resources you can use to help get everyone aligned with the plan, which includes a handy formula to help you along.

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Free CX Charter Guidebook -- bit.ly/cxcharter

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/)