Blog & Resources

Jeannie Walters

3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too ...

How Customer Listening Assessments Create Better CX

How Customer Experience Maturity Develops There is a natural arc to how an organization matures when it comes to customer experience. Let's look at a common example scenario: First, it starts with an idea: customers are important! We should pay ...

Create Your CX Charter with These 6 Questions

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm...and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional ...

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Nobody thinks they're neglecting customers... but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been ...

What Customers Want Next: How to Find & Act on CX Clues

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior. Past behavior might be helpful for predicting future successes, but what if the context or the entire ...

How to Turn CX Buzzwords into Meaningful Definitions

What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their ...

Customer Experience Management Defined: How is it Different From CX?

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and ...

Improve Customer Experience in 3 Steps, No Matter Your Budget or Title

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives ...

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Yet how often do we, as ...

What Are Micromoments, & Why Are They So Important?

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as "micro-interactions." In the nine years since, I've placed these at the core of the mission of Experience Investigators, and coined the ...

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