Why does customer loyalty seem harder to earn than ever before?

Customers have more choices, higher expectations, and less patience than ever. At the same time, many organizations are struggling to understand why customers aren't as loyal as they once were.

In this episode, I sit down with customer experience expert, keynote speaker, and author Jeannie Walters to discuss her new book, Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations, and why customer loyalty has become so fragile.

What You'll Learn in This Episode

• Why customer loyalty is becoming more fragile than ever before
• The exercise that helps align an entire organization around customer experience
• The difference between reactive customer service and proactive customer experience
• Why emotions play a bigger role in customer loyalty than many organizations realize
• Why small moments often have a bigger impact than big moments
• The role intentional leadership plays in creating a better customer experience

Chapters

00:00 Introduction to Experience Is Everything

05:10 Creating a Customer Experience Mission Statement

11:13 The Importance of Internal Alignment

15:03 Bridging the Gap in Customer Loyalty and Customer Expectations

18:57 Proactive vs. Reactive Customer Experience

21:03 Managing Negative Emotions in Customer Experience

25:25 The Power of Small Moments

32:23 Jeannie's Experience Is Everything 5-Song Playlist

About Jeannie Walters

Jeannie Walters is an award-winning customer experience expert, keynote speaker, founder of Experience Investigators, and author of Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations. Through her consulting and speaking, she helps organizations improve customer loyalty, increase retention, and create more customer-centric experiences.

Connect with Jeannie Walters

Jeannie’s Website 

Experience Investigators 

Jeannie’s Book - Experience Is Everything: Making Every Moment Count in the Age of Customer Expectations 

Jeannie on LinkedIn 

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