Blog & Resources

Jeannie Walters

Chuck E. Cheese’s…A Love Story?

I'm not that kind of mom. I deprive my kids of adventures to places like Chuck E. Cheese's. However, we've attended birthday parties there and gone with friends, so my older child saw a 6th birthday party in his future. ...

Don’t Throw Out the User Experience Baby with the Usability Bathwater

Let me get one thing out of the way: I am not a user experience architect or designer. I can't make a wireframe to save my life. BUT...I can break 'em pretty good. :-) One of my roles as a ...

Find Your Best Employees via Your Best Customers

I was struck by this email I received from Team Blonde, a boutique/eco spa. I'm a huge fan of Team Blonde (and they know it) because of the extraordinary effort they put into making each visit an experience with them ...

The Give & Take of Customer Relationships

A wise friend once told me that relationships are like banks...you can only make withdrawals if you've deposited enough. The same is true for customer relationships. My friend Tim Sanchez, a fellow customer experience provocateur, wrote a compelling blog post ...

Really, United? Twitter Version of Hanging Up.

United Airlines is trying to do the right thing here. But this is a great example of misfiring using social media. It's NOT connecting with customers. This tweet is basically the Twitter version of "Let me transfer you." Click. So ...

The Customer Experience Mapping Series – Step 2: Investigation

In a continuing effort to share what I know and learn more from all of you, I'm highlighting the steps I use when mapping the customer experience. In Step 1 I covered how identifying the parts of exploration were vital. ...

Getting Out of My Own Way

I've been getting in my own way a lot lately. I used to laugh when I heard people say things like this. "What do you mean you're in your own way?" I'd chuckle, shrugging my shoulders at the very idea ...

The Customer Experience Mapping Series – Step 1: Identify the Pieces

I get asked about this a lot, so I figured I might as well share what I know and learn from those of you who participate here. There are so many ways to do this, and I tweak and customize ...

Naming the Demon

Last year was tough. Not just for me, I know, but for many of us. I had a rough year because after 12 incredible years growing a great firm, we were in the fight of our professional lives. Circumstances beyond ...

Customer Experience Budgets GROW in 2010 – Are You Investing Wisely?

"As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers' ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences ...

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