3 Questions to Assess Your Customer Experience Efforts
CMSWire
July 11, 2022
If you want to get the most out of your CX efforts, then it's time to start asking the hard-hitting questions.
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Tags: Business Strategy, Customer Experience, Leadership
3 Things Every CX Leader Needs to Be Successful
CMSWire
May 31, 2022
Many CX leaders simply aren’t in their role long enough to deliver successful outcomes. So how do you have successful CX?
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Tags: Business Strategy, Customer Experience, Customer Loyalty
What Customer First Really Means
LinkedIn
January 13, 2022
Customer first means business success, but defining and executing a customer-first strategy is not as organic as it might seem. Leaders first need to define the strategy, understand what success looks like, and look for ways to deliver a customer-first experience today and set up for tomorrow. In this article written for Zendesk, we'll explore a few ways you can create positive change in your organization to become customer first.
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Tags: Customer Experience, Customer Loyalty, Leadership
Experience Investigators
Experience Investigators
August 03, 2009
Experience Investigators specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI). Our evaluations help drive real action to provide more meaningful experiences for customers and improved results for the companies who serve them. We also provide training, content, and speaking about diverse topics around customer experience for clients and partners throughout the world.
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Tags: Customer Experience, Leadership, Entrepreneurship
Customer Experience (CX) Foundations
LinkedIn Learning
May 19, 2023
Customer experience can be a winning business strategy. This course empowers leaders (both formal and informal) who want to create exceptional experiences that drive business results with real goals, business discipline, and defined outcomes. Customer experience expert Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Join Jeannie in this course to gain a sound basis of knowledge to further your CX strategies and skills.
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Tags: Business Strategy, Customer Experience, Leadership
Customer Experience: Journey Mapping
LinkedIn Learning
January 21, 2022
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
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Tags: Business Strategy, Culture, Customer Experience
Positive Customer Experience
LinkedIn Learning
July 02, 2021
Do you know how your customers perceive their complete experience with your company, from first encounter through purchase experience and beyond? Providing an excellent customer experience requires thoughtfulness, tact, and the willingness to look at every interaction from the customer's point of view. In this course, customer experience expert Jeannie Walters walks you through creating a positive customer experience. Jeannie explains how to understand your customer’s end-to-end experience, or customer journey, and goes over the steps to build an effective customer experience strategy. Jeannie offers steps you can take to create and maintain a customer-centric culture—from creating a customer experience mission statement to getting executive buy-in and purposefully using tools like Net Promoter Score (NPS) to measure customer feedback. She concludes with advice on understanding customer expectations and key moments you can optimize in the customer journey.
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Tags: Business Strategy, Customer Experience, Leadership
Journey Mapping: Case Study In Action
LinkedIn Learning
February 27, 2020
If you strive for a customer-centric culture, you have to understand the customer's journey—every step of the way. Customer journey mapping is a powerful way to find pain points and opportunities in your customer experience. This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer's touchpoints with your company. Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action.
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Tags: Business Strategy, Customer Experience, Leadership
Customer Experience: Service Blueprinting
LinkedIn Learning
February 25, 2019
Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer's journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes.
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Conversation CX - Jeannie Walters, CEO & Chief CX Investigator, Experience Investigators
YouTube
May 25, 2021
Find more information on this interview at:
conversation.iadvize.com/en/jeannie-walters-experience-investigators
On this episode of Conversation: CX, Jeannie Walters, CEO & Chief Customer Experience Investigator at Experience Investigators, shares her insight into building on customer trust and feedback for the most memorable CX:
- Brands and retailers must be disruptors and look at the ways they can improve.
- Everything must always go back to a company’s values and missions.
- Visibility is essential, especially in this digital world. Customers can spot something that isn’t genuine.
Jeannie Walters is a Customer Experience Speaker, Trainer, Podcast Host, and Consultant. She serves at the CEO & Chief Customer Experience Investigator at Experience Investigators, constantly working towards her goal of creating less ruined days for customers.
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Tags: Customer Experience, Leadership, Customer Loyalty
075: Creating Inclusive Customer Experiences With Jeannie Walters | Anansi Content
YouTube
January 06, 2021
What better way to start off 2021 than making sure your customer experience is as inclusive and effective as possible? Say spends the first episode of the year chatting with Jeannie Walters about how to bring perspective and personal experiences into building exceptional customer journeys.
Sharing her framework for diversity and inclusion, Jeannie explains the importance of critical thinking and being open to other people’s perspectives. Plus, she offers up the questions that leaders need to be asking themselves to increase critical thinking throughout the process.
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Tags: Customer Experience, Leadership, Customer Loyalty
Get Real-Time Feedback for Long-Term Results
YouTube
August 23, 2020
#CX expert, Jeannie Walters talks about the value of getting real-time feedback from your customers right now. Watch the full video to learn how.
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Tags: Customer Experience, Leadership, Customer Loyalty
Micro-moments that matter - Jeannie Walters on Engati CX
YouTube
May 30, 2020
Jeannie Walters, CEO & Chief Customer Experience Investigator of Experience Investigators by 360Connext talks about Micro-Moments that Matter on Engati CX. She says Technology is exciting, on a scale we’ll be able to serve and Ai and chatbots can answer correctly, at the right place, and at the right time.
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Tags: AI, Customer Experience, Leadership
Improve Your Customer Experience with Microinteractions -- Jeannie Walters
YouTube
August 10, 2016
Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador and a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker.
In this interview, Jeannie shares her thoughts on how organizations can focus on and improve their microinteractions. She points out how organizations are missing small opportunities to connect with customers, from social media to everyday interactions.
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Tags: Customer Experience, Leadership, Customer Loyalty
Experience Action
Experience Investigators
December 08, 2022
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 ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit www.speakpipe.com/experienceaction to leave Jeannie a voicemail!
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Crack the Customer Code
Apple Podcasts
January 19, 2022
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
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Tags: Customer Experience, Leadership, Customer Loyalty
Jeannie Walters - Customer Experience Keynote Speaker & Leader
YouTube
July 18, 2019
Jeannie provides engaging, actionable keynotes and training focused on customer experience, customer service and leadership.
Based on her twenty years of customer experience expertise and consulting with some of the most recognized brands in the world, she inspires audiences to join her on her mission: To Create Fewer Ruined Days for Customers!
Discover more at https://ExperienceInvestigators.com.
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Tags: Customer Experience, Leadership
Customer Experience (CX) Foundations
