"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?"

Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues. Host Jeannie Walters shares compelling strategies for customer experience (and patient experience) leaders to magnify the value of  CX within their organizations, even in the small moments. We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling.

Your journey to elevating customer experience starts with real-world applications and continuous dialogue to keep your strategies at the forefront of innovation.

Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Article: Is Customer Experience Worth It? And How Much Should You Invest? --  experienceinvestigators.com/take-action/customer-experience-value
Learn more about CXI Ground School™ and CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- 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/)

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? You asked, and now I'm delivering a treasure trove of strategies that catapult customer buy-in from a wishful thought to a tangible reality.

Listen up as we explore how to effectively communicate the 'why' behind your customer experience goals, aligning your team with the company's vision and their pivotal role within it. We'll navigate through the creation of a 'Service Code', the impact of ongoing training, and the amazing power of recognizing and rewarding those who go above and beyond for customers. This isn't about ticking boxes; it's about empowering your team to be the best for your customers. Together, we'll discover how to turn employees into passionate advocates of your brand, ensuring that every customer interaction is an opportunity to strengthen loyalty and drive business success.

Resources Mentioned:
Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Article: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/
Learn more about CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- 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/)

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.

Join the conversation and discover how customer experience can elevate your business.

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

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future? We debate the nuances of real-time digital guidance and its potential to revolutionize customer autonomy and behavior across their preferred channels.

Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We're not just talking about the immediate click-to-buy; we're navigating the deeper waters of brand storytelling and authenticity. The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Additionally, we unpack expectations for New York state’s first chief customer experience officer.

Join us for an episode that promises to be an eye-opener for the ever-evolving customer interaction landscape.

About Greg Kihlström:
Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world's top brands on marketing technology, marketing operations, and digital transformation initiatives. He speaks 3 times weekly with executives and leaders from Fortune 500 companies and top marketing technology platforms on his podcast, The Agile Brand with Greg Kihlström. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup. Additionally he is a faculty member on the Association of National Advertisers School of Marketing, and is a doctoral candidate with a focus on business intelligence.

Check out The Agile Brand at theagilebrand.com/
Follow Greg on LinkedIn at linkedin.com/in/gregkihlstrom
Follow Greg on X/Twitter at twitter.com/gregkihlstrom
Follow The Agile Brand on Instagram at instagram.com/theagilebrand

Articles Mentioned:
Santander evolves in-person bank format in Hoboken with new experience to meet customer needs (ROI - NJ)
Shoptalk 2024 Day Four: Innovation for Innovation’s Sake? (Coresight Research)
Meet New York’s Chief Customer Experience Officer (StateScoop)

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/)

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that's as smooth as it is compliant. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

Resources Mentioned:
Experience Investigators Website -- experienceinvestigators.com
Learn more about CXI Flight School™ -- cxiflightschool.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/)

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises. We dive into why it's vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement.

This conversation isn't just a critique, it's a roadmap to excellence in loyalty program implementation. From the necessity of thorough testing to the importance of equipping staff with the right training, Jeannie emphasizes that the backbone of a successful program is its dependability. We look at the tactical impact these programs have on customer retention and why showing authentic appreciation goes a long way in building lasting brand loyalty.

Tune in and learn how to transform your loyalty program from a mere marketing tool to a genuine expression of gratitude toward your devoted customers.

Resources Mentioned:
Experience Investigators Website -- 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/)

Ever felt like you're walking a tightrope trying to satisfy high-maintenance clients while keeping your team's spirits high? You're not alone, and in this episode, we're tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company's core values. We'll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources.

Then, we switch gears to celebrate the heartening bonds we forge with our clients. It's a deep dive into the art of empathy, where compassion meets curiosity, creating partnerships that are more than just business transactions—they're collaborative adventures. And yes, we even touch on our first 'bleep' moment, a candid question that opens up a treasure trove of insights. This episode is an invitation to reflect on your approach to client relationships and to enhance the way we all craft exceptional experiences. So, buckle up, and let's embark on this enlightening journey together.

Remember, your questions at askjeannie.vip are the fuel that keeps our conversations engaging, and for that extra bit of guidance, don't forget to visit experienceinvestigators.com.

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/)

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of 'machine customers,' we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification. Delve into AI's ripple effects on customer service roles, where efficiency gains are weighed against the potential for job displacement, and explore how historical economic shifts can inspire optimism for a workforce braced for change.

Unpack an intriguing case study where a brand's bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets. Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity.

About Maria Villablanca:
Maria Villablanca (mariavillablanca.com), the creator of The Transform Talks Podcast and The "Voices in Transformation" interview series, is considered one of the leading creators and influencers in the supply chain and business transformation space. Setting out to cut through the hype and noise around supply chain and business transformation many years ago, Maria has interviewed hundreds of senior leaders from some of the world's most admired organisations to this date, with her contributions seeing her gain recognition as a highly acclaimed, influential, empowering and inspiring supply chain, logistics and procurement thought-leader, entrepreneur and woman in business and a LinkedIn Top Voice in the leadership category. Maria is an official Gartner Peer Community and Sustainable Procurement Pledge Ambassador and furthers the supply chain and manufacturing industry by mentoring and advising technology and solution providers (Brinc's Oxagon x McLaren Accelerator and 3SC respectively) and leading one of the world's biggest and fastest-growing supply chain and manufacturing networks, Future Insights Network, as CEO and Co-founder.

Follow Maria on LinkedIn at linkedin.com/in/mariavillablanca/
Follow Maria on YouTube at youtube.com/@MariaPVillablanca

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/)

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

This isn't just about creating customer journey maps; it's about painting a story that resonates with customers and drives your business forward. The insights here promise to refine your approach, striking a balance between intricate detail and overarching vision. Strap in for a session that's all about turning the cacophony of customer interactions into a symphony of strategic action.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Learn more about CXI Flight School™ -- cxiflightschool.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/)

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.

In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. We're not just talking about avoiding disappointments here; we're focused on turning potential letdowns into opportunities for delight and loyalty. We look candidly at the real-world repercussions of failing to fulfill promises. We're sharing the tools and mindset shifts necessary to ensure your customers feel seen, heard, and, most importantly, satisfied—even when the going gets tough.

Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Article: How a Service Code Empowers Employees to Deliver Exceptional Experiences -- https://experienceinvestigators.com/customer-centric-culture/customer-experience-service-code/

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/)