Blog & Resources

Jeannie Walters

Don’t Accidentally Sabotage Customer Experience — Do This Instead

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. ...
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Learning Paths: What Are They, & How Can They Create Customer Experience Success?

“Customer service shouldn't just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos)  The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your ...
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Communicating CX: 12 Tips for Talking About Customer Experience

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by ...
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Is Customer Experience Worth It? And How Much Should You Invest?

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if ...
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Customer Research: Overlooked & Underutilized Ways to Understand Customers

What Does Customer Research Mean to You? When you hear the term customer research, what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that's the first thing you think of. Voice of the Customer programs ...
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Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing.  No, the secret to success isn't mind-reading. It's a Voice of the Customer ...
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Six Ways to Actively Build a Customer-Centric Culture

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board.  Where does this organizational magic come from? In a word, it all comes back ...
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Customer Experience Planning Questions for a Brighter Future

Listen to this article There are times when it's important to pause, calibrate, and plan for what's next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year ...
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Customer Journey Mapping: Real-World Examples & Use Cases

Listen to this article Are Customer Journey Maps Really Necessary?   My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey ...
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Customer Experience Lessons from 2020: Experts Chime In

We're headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children's ...
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