Blog & Resources

Jeannie Walters

Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, ...

What Every C-Suite Leader Needs to Know about Customer Experience

What Does Customer Experience Success Mean to Your C-Suite? There's a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea - that creating better customer ...

5 Ways to Lead Customer Experience – Even If It’s Not In Your Job Description

Who should be responsible for customer experience? It's easy to toss around phrases like "Customer experience is everyone's job!" But as I've said before, saying it's everyone's job is actually permission for it to be nobody's job. And yet, it ...

Connect Customer Service Success with Customer Experience Excellence

Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If you haven't yet, we recommend a CX Mission Statement and CX Success Statement to help ...

How a Service Code Empowers Employees to Deliver Exceptional Experiences

The frustrated leader looks to the heavens, shaking their fists toward the sky. "It seems so obvious," they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I'm painting is a bit melodramatic -- but it's ...

Taking Your CX Program from Reactive Realities to Proactive Paths

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win -- Collaborate more ...

Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) ...

Customer Listening Posts: Ask These Questions to Boost Your VoC Program

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it'll start with a general plan on how an organization is going to gather customer feedback -- a plan that typically includes Customer ...

Customer Experience Planning: Ask These Reflection Questions

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year The end of your fiscal year As you ...

How To Prioritize Customer Experience Efforts

Customer Experience requires action... and action requires effort. Customer experience efforts lead to lists of action items. And those lists can get long! Creating a CX strategy means having a plan to execute that requires getting other leaders and teams ...

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