Dive into the complete episode list for Experience Action. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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Pub. Date
Title
Duration
08 Dec 2022
Welcome to the Podcast
00:03:00
Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are as excited to be here as Jeannie is!
With over 20 years investigating the best and worst in customer experience, Jeannie Walters has heard A LOT of questions. In DMs, emails and voicemails, Jeannie has heard it all... and now she's here to give you the answers you need!
Whether you need help with... - customer experience - employee experience - the experience of leaders - creating a holistic customer experience - getting teams and leaders onboard
Jeannie has an answer for you.
So... how do we do this CX thing anyway?
Join Jeannie as she gives real answers to real questions in handy, bite-sized audio nuggets (mmm... nuggets)!
❔"How do we get leadership or executive sponsorship for CX initiatives that we want to tackle?" ❔
This is an AMAZING QUESTION! And a Jeannie favorite. The key to this answer is leadership buy-in.
As a Customer Experience Leader, we know that investing in and executing customer experience is a winning strategy for business goals and objectives. But if company leadership isn't invested, all of our efforts can seem like they aren't working.
In this week's episode, Jeannie talks about actionable ways that you can speak to your business leaders about customer experience, tips for getting them to buy-in and ways you can help achieve your business goals at your company. Remember, we're all in this together!
❔ "Is customer experience training a one time process or is it ongoing?" ❔
Sounds like this one will have a pretty simple answer, right? As with all things in business, ongoing training is always beneficial. For customer experience (CX) training, this sometimes isn't as straightforward as other types of on-the-job training. We talk about CX and our goals, but we don't take the time to connect those with other departments, which can leave our CX programs feeling disjointed.
In this week's episode, Jeannie dives into this seemingly easy question in more detail. She talks about how having a pervasive view of customer experience in your company culture creates the best environment for CX to thrive. Listen for actionable tips and suggestions that you can implement within your company to improve your customer experience (and employee experience), from training onward.
❔"How do you use a customer experience (CX) mission statement?"❔
This question is near and dear to Jeannie's heart. In fact, Jeannie and Experience Investigators were so passionate about CX Mission Statements that they created a system to help fill the gaps they frequently saw in many CX plans. They saw that many existing company mission statements didn't take into account the customer as a whole.
In this week's episode, Jeannie talks about all things CX Mission Statement...
her favorite ways to use a CX Mission Statement
places a CX Mission Statement is used
how to keep the CX mission statement top of mind
getting employees involved in using the tool
tips and tricks to take action
Thanks for helping Jeannie on her mission to create fewer ruined days for customers. Don't forget to grab your FREE CX Mission Statement Workbook below!
❔"How do I evaluate how well we've done as far as customer experience goes?"❔
This is an amazing question, and a common one... many of the customer experience goals our company leaders set are vague and hard to get solid numbers on. So how do we know how well we did? It's a harder question than it should be.
Thankfully, Jeannie has 5 questions to help you reflect on how well you did on your customer experience goals. You can use these questions anytime you need to evaluate your company CX plan. As always, Jeannie gives her tried and true tips on how to use customer feedback. You're going to want to write these down.
So, how did you do on your Customer Experience Goals?
❔"How do we define what customer experience truly is?"❔
Another AMAZING question 💪 Defining what customer experience (CX) means to your organization is essential. It's often presented as a very vague concept, which can lead everyone to make assumptions about goals and outcomes and leaves the door open for a lot of guessing from all parties. We need to remember that whether or not we are being intentional about customer experience or our CX programs, our customers are ALREADY having an experience.
This week, Jeannie aims to help you define what customer experience means to your organization. She takes a look at key factors like... - Aligning with customer expectations - Tying strategy into the overall success of your CX program - Action you can take to create a customer experience plan - Why having a customer experience plan is important for your business
She also provides some FREE resources you can use to help get everyone aligned with the plan, which includes a handy formula to help you along.
❔"Is customer experience and process improvement the same thing?" ❔
This is a very interesting question! For starters, we need to think of it as a "yes, and" scenario. Business plans tend to focus on what's happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it's happening if you're being intentional or not. So let's be intentional!
In this episode, Jeannie talks about - Business processes and customer experience management - Where our focus needs to be for CX and business processes - Reviewing business goals in relation to customer experience - How to get this outside lens of what's happening with your business
❔"What are the main characteristics that make up a good customer experience?"❔
This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers feel like they've been let down or when they were surprised and delighted.
When working with CX change agents and leaders, Jeannie focuses on three main macro factors for creating an exceptional customer experience. She explores each in more detail in this episode: - The vision and the promise of your customer experience - Empowered employees who feel valued and heard - Not just listening but acting
❔"How do you define value creation from customer experience?"❔
This is a multi-million dollar question depending on the industry that you are in and the organization that you are talking about. This is something that plagues Customer Experience (CX) leadership and management: when people start asking, "Is customer experience, you know, worth it?"
C-level leaders to customer-focused employees, even organizations who are running pretty mature CX programs, often start wondering how their efforts are paying off. This is something that we have to talk about more. Wherever you sit in your organization, there are ways to connect the dots to real value creation.
Customer experience can absolutely be tied to three areas of specific tangible returns on the investment - creating that value for your organization: 1. Higher retention rates and lower customer churn lead to real value. 2. Customers who stay longer with your brand also spend more with your brand. 3. Customer referrals lead to immediate returns
Top 10 Ways Customer Experience (CX) Makes a Better World
00:07:32
We have a special edition this week to celebrate our tenth episode. Thank you for listening and for asking great questions!
In this episode, we're presenting the top ten ways Customer Experience (CX) makes a better world, which relates directly to Jeannie's mission To Create Fewer Ruined Days for Customers™. Tune in for the countdown!
This week's question comes to us from a Customer Experience challenge one of our listeners faced. They piloted an enhancement customers wanted, but it never really turned out to be possible for the organization. So, how do they communicate those results to their customers in a way that says, "I heard you, we tried, but it's not going to work out." ❔
This is something that Jeannie can relate to on both sides - from the customer's point of view and as a business owner. In this episode, she explains that our job as CX Leaders is to be honest, proactive, and intentional about changes to customer experiences.
Tune in to learn more about: - Setting expectations and being honest if we can't live up to them - Balancing pros and cons for both the organization and your customers - Driving long-term change
Customer Experience (CX) Examples in Evolving Industries
00:17:52
Let's get into some real-life examples of customer experience (CX) improvements in action! This week we're focusing on a couple of constantly evolving industries: air travel and consumer packaged goods (CPG). Even if you are not in these industries, you can use these examples as inspiration to generate your own ideas. Let's learn from each other!
In this episode, Jeannie discusses some best practices and dives into why looking at CX as a strategy is vital for any organization in any industry. We hope these examples can help you elevate your CX strategy to the same level as other efforts in your organization.
❔How do we link all the areas in our organization together for a better customer experience? How do we really become customer-centric? ❔
When discussing customer experience, we often start with tactics (surveys, data collection, etc.) and don't connect them to the big picture. When customer experience is not connected to the organization as a whole, it can be challenging. It's all about cultural commitment, which starts with leaders. Wherever you sit as a customer experience change agent, you are a leader! You can be someone who makes changes.
In this episode, Jeannie shares some recommendations for becoming customer-centric. Tune in to hear more about: - defining goals around customer experience and business outcomes - creating a feedback strategy - understanding customers beyond surveys
❔Is it possible for a company to work on both customer experience and employee experience at the same time?❔
One of Jeannie's core beliefs is that you can't authentically deliver a great customer experience without aligning that experience with your employee experience. Sometimes, Human Resource teams, departments and leaders are focused on process, procedure and operations, and they don't see their role as part of developing, nurturing and cultivating the right kind of employee experience. This is where customer experience best practices can really come in handy. The same best practices can help you create an amazing employee experience, which in turn will drive better customer experiences.
In this episode, Jeannie talks about: - benefits of genuine employee referrals - creating a culture of collaboration - empowering employees to feel aligned with your mission - advantages of defining success in your organization
❔If we align our customer experience to the goals and ambitions of the business, where do our customers fit into the strategy?❔
Customer experience is exciting! Yet, when we start approaching customer experience thinking solely about making customers happy, we often don't know where to invest our time, resources, and efforts in the right ways. Of course, we want to treat our customers well and ensure their moments on the journey are magical and wonderful. However, if we ONLY did that, we wouldn't be running our business and organizations very long. At the end of the day, we need to have a successful organization to continue serving our customers. So, while customer experience is squarely focused on the customer, it's also about the organization and helping it succeed.
In this episode, Jeannie talks about: - balancing what's right for the customer and what's right for the organization - defining how your customer experience efforts will serve your company's larger objectives - tracking the success of your customer experience program
❔"Are there guidelines for how much a small firm should spend in an area like CX?"❔
In any client meeting, in any situation, you can almost always ask the question, "Yes, but how will this affect the budget?" Especially if you are a small business or in a growth stage, budgets and goals are very important. Our host, Jeannie Walters, CCXP, is ready to provide a few guidelines for investing in customer experience (CX).
In this episode, Jeannie talks about: - Investing in both new AND long-term customer experiences - Thinking about CX beyond tools and technology - Examining the employee experience - Establishing CX Foundations
❔After we create a customer journey map, what's the next step? How should we use it?❔
When we are talking about customer journey maps, we are talking about everything from the customer's point of view - not process maps or journeys by org chart.
Journey mapping can enlighten you, shift your perspective and motivate you to talk action in your organization. Our host Jeannie Walters, CCXP, says, "We need to treat journey mapping as a verb, not a noun." We need to create journey maps for action and use them as tools, not relics. They can be extraordinarily impactful on how your organization approaches your products, services, interactions, improvements, and innovations.
In this episode, Jeannie talks about: - Setting goals for and with your journey map - Identifying common challenges, pain points, and missed opportunities from your journey map - Socializing what you've learned from your journey map
❔"I've heard you talk about a Service Code as a tool for front-line customer service...what is it and how would I use one?"❔
A Service Code defines what good customer service means in your organization for those front-line workers, from cashiers to contact center agents to those going out on house calls. It connects training manuals and protocols to our CX goals and outlines how we want our customers to feel. Instead of relying on "just be nice to the customer," a service code allows you to get intentional. CX leaders need to start sharing the standards, expectations, and language around your customer experience.
In this episode, Jeannie Walters talks about how a Service Code can help create meaningful experiences that consistently deliver for your customers and your organization. She shares real-life examples and outlines steps to develop and use your own universal Service Code.
❔"Have you ever dealt with imposter syndrome, and how can I overcome it in the customer experience (CX) consulting world?"❔
While imposter syndrome isn't a specific CX career issue, our host Jeannie knows it's challenging in the CX world. There is so much to cover in CX and more than one way to do something.
Entrepreneurs, speakers, really anyone who goes out in front of people and says, "I can help you," has experienced some form of imposter syndrome at some point. In any industry, expert status is about more than just testing your abilities. It's about experience, paying attention to the world, keeping your own education up, learning from others, and reviewing best practices.
In this episode, Jeannie Walters discusses her experience with imposter syndrome and talks about: - Reviewing your goals for your chosen path - Looking at the evidence of what you've accomplished - Being humble and honest about your thoughts - Sharing your unique perspective
Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com Customer Experience Professional Association™ -- cxpa.org
❔"I've heard you say that customer experience (CX) can help an organization innovate, but CX seems really reactive. Can you share any ways to tie CX with innovation?"❔
In this episode, Jeannie Walters shares some great examples of CX innovators and disruptors in response to this excellent question. You can connect innovation and stay ahead of the competitive market by investing in the right areas of customer experience in both B2C and B2B. Tune in to learn more about experiential innovation and find out what questions you should be asking to connect CX to innovation in your organization. We hope it inspires you to think BIG!
❔"All the talk about a possible recession has those of use in the CX department a little worried about our job security. Is there anything we could be doing now to demonstrate how valuable we are to the company and encourage higher-ups to view our job as non-negotiable?"❔
The work you are doing as a Customer Experience (CX) Leader and CX Change Agent is important. It is work that will move your organization forward. Tune in to hear some ideas to make you more valuable, so you are seen as indispensable and non-negotiable.
In this episode, Jeannie talks about: - clearly aligning CX goals - intentionally investing in proactive CX - strategically winning the skeptics over
❔"What do you think about how the new Starbucks CEO said he'd work 4 hours a month as a barista in different stores? Is this a good move or just a PR stunt?"❔
Let's talk about employee experience! So many leaders that Jeannie speaks with talk about how important it is to understand the front line. In many organizations, the higher up you get on the org chart - the less likely you are to deal directly with customers. In this episode, Jeannie talks about some significant changes that are coming from a few leaders taking steps to interact with customers directly and to understand the day-to-day efforts of front-line employees. She also discusses steps you can take to connect the C-Suite to the perspective of front-line employees.
❔"What do you recommend to organizations who have customer pain points but do not have the necessary data? ... How should someone representing CX pursue resolution of the pain points when facing limited data? And, should these pain points go unanswered or be addressed later when data maturity allows for it?"❔
While it may be the logical approach for leaders to ask us to justify everything we do for customer experience (CX) with appropriate data or at least include the data to make decisions, it often limits our actions. To expand our options, we must open our minds to what data can be. Let's get creative!
In this episode, Jeannie talks about: - building a case for anecdotal data and storytelling - examining the goals of data gathering - helpful tools for data collection and organization - prioritizing CX goals and efforts
❔"What's the best way to learn CX, and what kind of certification should I get?"❔
Customer Experience (CX) is bigger than a business degree, and there are so many learning options available. There is no one perfect approach. In this episode, Jeannie Walters shares what the focus of CX learning should be so you can get the most out of it. She discusses customer experience as a discipline, strategy, and mindset.
This industry is ever-evolving and requires you to be a lifelong learner. So even if you are a seasoned professional, stay a student of CX. Keep learning and looking for ways to sharpen your tools.
❔"Do you have any advice on how to prepare for a CX interview? As someone being interviewed for a new CX role, what should I bring up?"❔
Often in CX, the interview can be daunting because the job description, roles, and titles might not add up to what you were expecting. That's what makes the interview process so important! Jeannie shares an exciting way to think about the interview in this episode. It's a chance for you to see if the organization has the right expectations around customer experience and an opportunity to explore possible changes you can make to improve not just the lives of customers but the all-important business results.
Tune in for some questions you can ask and red flags to look for in your next interview. As you jot down the questions, make sure to note what answers would be most meaningful to you.
Are you ready to investigate what is missing in your organization to make things better for your customers? We wanted to have some fun to mark the 6th month anniversary of the Experience Action Podcast, so we've put a true crime spin on this episode. Crack the case with Chief Experience Investigator Jeannie Walters and tune in to this first edition of CX Chronicles: Unmaking the Secrets of Customer Experience.
❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX strategy isn't that solid yet, and I want to place myself in a position to run that for them. I've learned a lot, and I know I can learn a lot more. What's the best way to present myself in that scenario where I can help them take their CX journey to the next level?"❔
One of the most frustrating things about walking into a leadership role of any kind in customer experience (CX) at any organization is that the playbook is somewhat different depending on their CX maturity level and how they define CX leadership and success. In this episode, Jeannie Walters explains how to step back to understand CX management in an organization to figure out where they need to start or how to get to the next level with realistic and aligned goals. Tune in for some examples, insights, and challenging questions to ask. You are invested in success, and we love that!
❔"What platforms are worth using for small to medium enterprises so that they can manage omnichannel communications with customers (email, phone call, social media, etc.) that are also integrated with a CRM?"❔
Keeping track of various customer communications, especially as you grow from a small to medium size business, is something many organizations struggle with. There is a dizzying array of technology options out there. Our host Jeannie Walters rarely makes specific recommendations about technology or platforms because the effectiveness of the same tool changes from client to client. There is no one perfect solution yet. In this episode, Jeannie helps you hone in on what you want from these tools to make the best choices based on your business needs, limitations, and requirements. Tune in for some examples and features to think about.
❔"I work for a large company. We have several individuals that have CX in their title and are doing work, but it's siloed and not connected. Each person has a journey that applies to their own perspective. How can we become better connected?" ❔
This is something that a lot of customer experience leaders and teams really struggle with. When we encounter siloed organizations, there are often three challenges that leaders face: a focus on tactics over strategy, process maps vs. the actual customer journey, and connecting CX people and data across departments. In this episode, Jeannie Walters addresses each of these challenges. She shows you ways to look at CX as a mindset, strategy, and business discipline. Let's break down those silos and build bridges!
❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔
When making changes to better the customer experience, we want to make sure they are actually working for our customers. Monitoring the impact of changes is often where organizations fall short, and yet it's such a vital part of the whole idea of customer experience (CX)! In this episode, Jeannie Walters shares some recommendations and best practices regarding monitoring and measuring the effectiveness of improvements. Implementing changes is more than just about monitoring. Jeannie addresses the importance of communicating with customers and closing the loop on any feedback that puts your changes into motion.
❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high focus on the NPS and a lack of openness to alternate thinking?"❔
If you are asking this question, you are already on the right track. Often when we talk about customer experience (CX), the first instinct is to measure. From surveys to feedback, many CX leaders are looking for that one magic metric. It just doesn't exist. We are dealing with complex humans, and reducing their experience to one metric misses out on huge opportunities to look at nuance and discover wonderful ways that we can really deliver for customers.
In this episode, Jeannie Walters talks about: • Getting people on your team to buy into a cross-functional, holistic view of CX • What NPS (Net Promoter Score) means, and how it can be used to change the conversation • Creating a new formula for CX success and better business results
What a fun, quick question! All of us, as experience investigators, are looking for things. We are investigating, exploring, and evaluating all the time. Our registered trademark, above all, stands for Customer Experience Investigation. However, the "I" in CXI® can mean so much more. Tune in to find out!
BONUS: In this episode, Jeannie shares three methods CX leaders often overlook when investigating the customer experience.
❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I want to ensure we can continue our projects, but I'm concerned about the company budget. Do you have any tips for approaching this and staying ahead?"❔
The employee experience and the customer experience are tightly linked. How do we make sure our leaders know that? In this episode, Jeannie Walters answers how we can show our leaders that investing in employee experience is a true return on investment of time, money, resources, people, etc. It all starts with having a holistic view of what employee experience really means. Then it comes down to defining our goals, defining what success looks like, and making sure we are collaborating with the very people we are trying to serve.
❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so, what would you recommend?"❔
Shoutout to all the Chief Marketing Officers and Marketing Leaders who have been "gifted" the role of leading Customer Experience. Our host, Jeannie Walters, knows a lot of marketing leaders are looking for ways to lead CX and get those marketing benefits, like brand differentiation. In this episode, Jeannie talks about using CX as a brand differentiator and the astounding results that can come from making CX a focus. Studies show brands that focus on customer experience throughout the customer journey are more successful than brands that don't. Tune in for more!
❔"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we're not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organization in building customer experience initiatives and activities, or is there a way for us to do this more organically with the team that we have? ...Once we start to get people aligned, where do we begin? How do we make [CX] something that is impactful for our business?" ❔
These are great questions! Jeannie Walters says that if you are not asking these questions, then you are probably just coasting. As she walks through some of the ways to address CX leadership and strategy, think about where you are with your organization. Examine if you are being as intentional and proactive as you could be around customer experience strategy – and if not, what's stopping you. In this episode, Jeannie outlines some steps to take and people to include to get you set in the right direction toward successful CX. Be that CX Change Agent – you can move forward with CX wherever you are in your organization!
❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?"❔
Customer experience is not just a 'nice to have,' even though that's how it's viewed in many organizations. It really is a must-have in today's competitive, digital world. Customers have more choices and more expectations than ever before. If we don't make customer experience a strategic priority and a source of competitive advantage, somebody else will. Customer is also not a one-time project or department, but sometimes that's where we have to start. In this episode, Jeannie Walters discusses building a case for investing in customer experience and thinking like a business leader. This investment will have a positive impact on the bottom line and the long-term growth of your organization. She shares a few ideas for securing a CX budget, so you can get the resources you need to succeed.
❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it. Any ideas you can share?" ❔
We are so excited to have a new Customer Experience (CX) Change Agent in the world! Someone who has started connecting the dots between why CX is so important, what they can do about it, and what it can achieve — results like improved retention and referrals, increased revenue, reduced costs, and competitive advantages. Helping others in your organization understand the power of CX can be a challenge. In this episode, Jeannie Walters, CCXP shares some ideas about how to talk about CX and tools you can use to get others on board.
❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔
We need both customer service and customer experience to have a successful business. Customer service is essentially a reactive process. Customer experience is about being proactive and intentional. It's about designing the journey for our customers so they can get what they need and achieve their goals in the most delightful and effortless way possible. When we do this well, we all win – customers and businesses! Customer service is just one piece of the puzzle. In this episode, Jeannie Walters shares how you can help your colleagues understand that customer experience is a fundamental business strategy that provides a holistic approach beyond reactive problem-solving.
❔"My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I'd love to hear your feedback."❔
Traditional focus groups have been popular for gathering real-time customer feedback for decades. However, our host, Jeannie Walters, has seen too many focus groups go awry. In this episode, Jeannie goes over some pros and cons of traditional focus groups. She also shares some additional ways to gather the customer feedback you are looking for, such as customer interviews, co-creation sessions, and customer advisory boards. For any of these methods, proactive steps are needed to set your initiatives up for success. Tune in to hear what you need to get insights, not just answers.
❔"Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?" How do we define success?"❔
Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary. Jeannie Walters suggests that first you must look at what it means to be a customer experience professional in your organization. The answer will vary depending on your job description and your organization's customer experience goals. Speaking of goals, three critical areas for any performance review are values, mission, and alignment. We dive into each in this episode. Tune in to hear about defining customer experience success and measurements to explore.
❔"How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer's experience?"❔
A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you're all on the same page (pun intended). A CX Charter is key for cross-functional support. In this episode, Jeannie Walters shares six questions you can use to build your own CX Charter and addresses how it can proactively prevent issues so you can accomplish your goals. Tune in to hear how a CX Charter can help change influence into authority.
What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You'll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more. Fasten your seat belts!
We've brought in a special guest to add richness to this conversation: Experience Investigators' Director of Business Development, Paige.
In this episode, you'll hear real-life examples from Mcdonald's, Taco Bell, Chick-fil-A, Chipotle, and Portillo's, specifically how they're all revving up their drive-through models. We'll also take an exciting trek into the strategy of Lego's adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon's latest offering - end-to-end supply chain management.
This is the new age of customer experience, and we don’t want anyone to be left behind. Let's turn ideas into action!
Ever wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You'll hear some insights and practical advice on why and when to refresh these important tools.
In this episode, Jeannie stresses the importance of aligning your success statement with your organization's goals to reap the outcomes you're after. We also venture into the realm of customer collaboration and the vital role of customer feedback in experiential innovation. Whether you're at the drawing board stage or looking for a fresh perspective, this episode is brimming with actionable advice guaranteed to elevate your customer experience strategy. Tune in and get ready - it's time to put ideas into action!
Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. We examine the power of prioritization in addressing persistent issues and underscore the value of viewing criticism as an opportunity for improvement rather than a personal affront.
But the conversation doesn't end there. We dive deeper into the steps you can take to handle negative feedback in a way that not only provides a solution but also enhances the overall customer experience. We emphasize the importance of respectful acknowledgment, an authentic apology, clear communication about resolution efforts, offering compensation, and demonstrating commitment through follow-up. Learn how negative feedback can be a catalyst for process improvements, employee training, and product enhancements. As we wrap up, we explore the profound impact of a mindset shift, and how establishing the right strategy and tools can lead to an optimum customer experience. Tune in and gain valuable insights to better understand your customers, their experiences, and how to turn criticism into positive change.
❔"Are there differences in how to approach member experience versus customer experience?"❔
Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.
With a focus on the individuals your organization serves, let's navigate the member experience journey and discover how CX can help you understand and fulfill the promise that you've made to your members. Anybody who calls themselves a member of something feels a certain sense of belonging. We want to respect that and make sure that we are inviting them to belong in all the right ways. Together, we'll tackle the conventional ways of tracking success and uncover why they may or may not be the best fit for your organization. Tune in, engage, and let's revolutionize your member experience.
Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what's happening right now in Customer Experience (CX).
What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases. The discussion in this episode delves into these innovative strategies, exploring how they're changing the way customers shop.
We also turn our spotlight on Lumin Fitness, a pioneering player in the fitness industry that's breaking boundaries with its AI gyms and virtual trainers. Get ready to discover the potential of this fresh approach to redefining the customer experience.
Have you ever wondered what would happen if customer feedback could be harnessed for a greater cause? We bring you the intriguing story of VOTO, a company that's doing just that by combining customer engagement with a social cause. It's a fantastic example of a business exhibiting its values and connecting with customers on a deeper level. We discuss the importance of such gestures, and how they can significantly enhance an organization's image and foster customer loyalty.
Tune in to be inspired and empowered to really look to the future about what customers want.
Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That's the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.
Are you unintentionally crafting a customer experience nightmare? Jeannie's got you covered. She underscores the importance of proactivity and intentionality in designing delightful customer experiences. Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more.
Tune in, absorb the wisdom, and ensure your customers' journey is as sweet as a Halloween treat.
Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.
Have you ever wondered what makes a customer feel valued and cared for? Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them.
Tune in to discover how you can transform your part-time workforce into customer experience superstars. Trust us, you don't want to miss this one!
Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like "Why We Buy: The Science of Shopping" by Paco Underhill and "Chief Customer Officer 2.0" by Jeanne Bliss to newer gems like "A Diamond in the Rough" by Steven Van Belleghem, we've got a treasure trove of insights to excavate.
But we aren't just listing books here. Jeannie Walters shares the invaluable nuggets of wisdom that she's gleaned from each book and how they can be applied to your organization. Whether you're a seasoned CX professional or just starting out on your CX journey, you're sure to find a book recommendation that will resonate with you. So tune in, and let's turn knowledge into power, inspiration, and intentional action that can catapult your customer experience strategy to unparalleled heights. Bottom line - It's time to elevate your CX game! Books Mentioned: "Why We Buy: The Science of Shopping" by Paco Underhill "Chief Customer Officer 2.0" by Jeanne Bliss "Outside In" by Harley Manning and Kerry Bodine [Correction] "Delivering Happiness" by Tony Hsieh "A Diamond in the Rough" by Steven Van Belleghem "Empathy in Action" by Tony Bates and Dr Natalie Petouhoff "The Digital-First Customer Experience" by Joe Wheeler "Employalty" by Joe Mull
Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown, co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. They uncover the mysteries of the "hermit consumer" - a seismic $600 billion shift in consumer behavior brought about by the pandemic. Listen in as they discuss its impact on industries like entertainment and dining and how businesses can adapt to lure customers back into physical spaces.
Ever wondered why some businesses are just a joy to deal with? They reveal the secret sauce - simplicity. Tune in as they dissect how straightforward customer experience can outshine competitors and why it's crucial to consider every touchpoint in the customer journey. Discover the intimate connection between customer satisfaction and the longing for community. They also put the spotlight on Duolingo's bold logo change, sparking the conversation on how such alterations can impact customer perception. Buckle up for an episode filled with insights, discussions, and the cold hard truth about the world of customer experience.
Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered experience on a mammoth scale. The role of consistency, authenticity, and the human-AI equilibrium in building solid customer relationships won't escape our analysis.
Venturing further, we delve into the transformative power of AI and its potential to make customer experiences proactive rather than reactive. As we navigate the ethically charged waters of AI implementation, we'll ponder on how to maintain balance and trust. Most importantly, you are encouraged to think about how AI can enrich human elements in customer experience and why ethical considerations should be your compass in these decisions. Buckle up for an exhilarating ride into the world where technology and human experiences intersect.
Thank you to Bryan Kramer (bryankramer.com) for the great question!
Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes. Let's strategize for the upcoming year, dream big, and map out how to make those customer dreams come true. I even share my thoughts on creating a customer experience boot camp to prep your team for the new year. But what's a year-end without some celebration? We'll also be paying tribute to your organization's unsung heroes who consistently go above and beyond in enhancing customer experience.
As we close out this year, let's take a moment to rejoice in our shared progress in the customer experience realm. You, our listeners, are the true catalysts of change. Your questions, comments, and experiences have shaped our discussions and we eagerly anticipate more. As we bid adieu to this year, we are excited to see what achievements the upcoming year has in store for you. So, come wrap up the year with us and gear up for an even more customer-focused year ahead. Thank you for accompanying us on this journey. We’ll see you after the holiday break, refreshed and ready to continue making our customers' wildest wishes a reality!
Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.
Join the discussion about the importance of an integrated feedback approach, where the good, the bad, and the innovative come together to give a 360-degree view of what your customers truly experience. Jeannie shares actionable insights on how to foster a culture that sees feedback as a gift—a chance to learn, grow, and excel. So, if you're ready to turn the tide on negative feedback and use it to your organization's advantage, this conversation is a must-listen. Tune in and empower yourself with strategies that ensure every piece of feedback is a stepping stone to elevating your customer experience.
What Influences All Leaders To Care About Customer Experience?
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Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership's committed involvement and its ripple effect on a company's success. You'll gain strategic insights on fostering this commitment, from establishing 'Customer Days' for direct interaction to integrating customer feedback into the business strategy.
Prepare to be equipped with practical advice, as you hear about the importance of continuous education and training to prevent customer experience from fading into the realm of corporate jargon. Jeannie shares stories and strategies that will empower your team to bring forth ideas that enhance the customer journey and ensure these suggestions are woven into the very fabric of your organization's objectives. Whether you're at the helm of the C-suite or on the front lines of management, this episode is brimming with actionable guidance to help you champion a customer-first ethos that reverberates through every facet of your company. Tune in and let's move from talk to action in creating exceptional customer experiences. Resources Mentioned: Jeannie’s LinkedIn Learning Courses -- bit.ly/jeannie-lil CX Charter Guidebook -- bit.ly/cxcharter CX Meeting Agenda & Guidebook -- bit.ly/cxagenda Experience Investigators Learning Center -- experienceinvestigators.com
Unlock the secrets to a customer experience that's both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes. Get ready to learn the importance of accessible tutorials, demos, and why fostering feedback loops is your ticket to continuous improvement and customer satisfaction.
Join the conversation as we tackle the challenge of balancing simplicity with cutting-edge innovation. With insights gathered from years of expertise and real-world examples, this episode is a treasure trove for those passionate about enhancing the customer journey. We're not just talking about customer experience—we're transforming ideas into impactful action. So, if you're ready to elevate your strategy and drive tangible business results, this is the episode you won't want to miss.
Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris - Associate Director of CX Business Transformation at Verizon Connect. We're peeling back the curtain on Sam's Club's groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.
Switching lanes, we delve into the government's customer experience revolution, with a spotlight on the USDA's recent initiatives. Reflect on the executive order that's shaking up agency status quos and the newfound trust blooming between citizens and their government.
This isn't just a conversation about technology; it's about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. We're also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.
Tune in for a thought-provoking session that promises to leave you with a fresh perspective on AI's role in our lives and a renewed passion for excellence in customer experience across all sectors.
About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect. She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr. Manager of Contact Center Sales for Verizon Business. Prior to starting her CX adventures, she spent 15 years in Product Development, designing laser printing devices. Michelle holds 6 U.S. Patents for her work as an engineer.
Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We're traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don't just streamline processes but fundamentally enhance the quality of customer interactions. From personalized service to predicting needs and the seamless operation of chatbots and virtual assistants, we're delving into how these tools should be aligned with your brand's heart and soul, all while safeguarding the sanctity of customer privacy.
Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core.
Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX
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Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges.
In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships. We're not just talking about avoiding disappointments here; we're focused on turning potential letdowns into opportunities for delight and loyalty. We look candidly at the real-world repercussions of failing to fulfill promises. We're sharing the tools and mindset shifts necessary to ensure your customers feel seen, heard, and, most importantly, satisfied—even when the going gets tough.
Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.
This isn't just about creating customer journey maps; it's about painting a story that resonates with customers and drives your business forward. The insights here promise to refine your approach, striking a balance between intricate detail and overarching vision. Strap in for a session that's all about turning the cacophony of customer interactions into a symphony of strategic action.
Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of 'machine customers,' we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification. Delve into AI's ripple effects on customer service roles, where efficiency gains are weighed against the potential for job displacement, and explore how historical economic shifts can inspire optimism for a workforce braced for change.
Unpack an intriguing case study where a brand's bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand. This episode takes you through the crucial balance of meeting customer needs while navigating the complexities of AI-driven markets. Join us for a conversation that will leave you with a richer understanding of the AI revolution in customer experience and ready to embrace the future of innovation and opportunity.
About Maria Villablanca: Maria Villablanca (mariavillablanca.com), the creator of The Transform Talks Podcast and The "Voices in Transformation" interview series, is considered one of the leading creators and influencers in the supply chain and business transformation space. Setting out to cut through the hype and noise around supply chain and business transformation many years ago, Maria has interviewed hundreds of senior leaders from some of the world's most admired organisations to this date, with her contributions seeing her gain recognition as a highly acclaimed, influential, empowering and inspiring supply chain, logistics and procurement thought-leader, entrepreneur and woman in business and a LinkedIn Top Voice in the leadership category. Maria is an official Gartner Peer Community and Sustainable Procurement Pledge Ambassador and furthers the supply chain and manufacturing industry by mentoring and advising technology and solution providers (Brinc's Oxagon x McLaren Accelerator and 3SC respectively) and leading one of the world's biggest and fastest-growing supply chain and manufacturing networks, Future Insights Network, as CEO and Co-founder.
Ever felt like you're walking a tightrope trying to satisfy high-maintenance clients while keeping your team's spirits high? You're not alone, and in this episode, we're tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company's core values. We'll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources.
Then, we switch gears to celebrate the heartening bonds we forge with our clients. It's a deep dive into the art of empathy, where compassion meets curiosity, creating partnerships that are more than just business transactions—they're collaborative adventures. And yes, we even touch on our first 'bleep' moment, a candid question that opens up a treasure trove of insights. This episode is an invitation to reflect on your approach to client relationships and to enhance the way we all craft exceptional experiences. So, buckle up, and let's embark on this enlightening journey together.
Remember, your questions at askjeannie.vip are the fuel that keeps our conversations engaging, and for that extra bit of guidance, don't forget to visit experienceinvestigators.com.
Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises. We dive into why it's vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement.
This conversation isn't just a critique, it's a roadmap to excellence in loyalty program implementation. From the necessity of thorough testing to the importance of equipping staff with the right training, Jeannie emphasizes that the backbone of a successful program is its dependability. We look at the tactical impact these programs have on customer retention and why showing authentic appreciation goes a long way in building lasting brand loyalty.
Tune in and learn how to transform your loyalty program from a mere marketing tool to a genuine expression of gratitude toward your devoted customers.
Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.
We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that's as smooth as it is compliant. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.
Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future? We debate the nuances of real-time digital guidance and its potential to revolutionize customer autonomy and behavior across their preferred channels.
Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We're not just talking about the immediate click-to-buy; we're navigating the deeper waters of brand storytelling and authenticity. The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Additionally, we unpack expectations for New York state’s first chief customer experience officer.
Join us for an episode that promises to be an eye-opener for the ever-evolving customer interaction landscape.
About Greg Kihlström: Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world's top brands on marketing technology, marketing operations, and digital transformation initiatives. He speaks 3 times weekly with executives and leaders from Fortune 500 companies and top marketing technology platforms on his podcast, The Agile Brand with Greg Kihlström. He is a multiple-time co-founder and C-level executive, leading several acquisitions and currently sits on the board of a martech startup. Additionally he is a faculty member on the Association of National Advertisers School of Marketing, and is a doctoral candidate with a focus on business intelligence.
Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements as opposed to nice-to-haves and mentioning some things you might want to actively ignore.
Join the conversation and discover how customer experience can elevate your business.
Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? You asked, and now I'm delivering a treasure trove of strategies that catapult customer buy-in from a wishful thought to a tangible reality.
Listen up as we explore how to effectively communicate the 'why' behind your customer experience goals, aligning your team with the company's vision and their pivotal role within it. We'll navigate through the creation of a 'Service Code', the impact of ongoing training, and the amazing power of recognizing and rewarding those who go above and beyond for customers. This isn't about ticking boxes; it's about empowering your team to be the best for your customers. Together, we'll discover how to turn employees into passionate advocates of your brand, ensuring that every customer interaction is an opportunity to strengthen loyalty and drive business success.
"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?"
Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues. Host Jeannie Walters shares compelling strategies for customer experience (and patient experience) leaders to magnify the value of CX within their organizations, even in the small moments. We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling.
Your journey to elevating customer experience starts with real-world applications and continuous dialogue to keep your strategies at the forefront of innovation.
As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home. From the very first spark of interest to the warm afterglow that follows an event, we dissect the customer journey, offering strategies to heighten every touchpoint. Get ready to discover how to stand out in a sea of entertainment options and ensure that your customers are embarking on an experience that resonates with your brand's unique story even before the moment tickets are purchased.
Tune in as we elevate the conversation from customer service basics to a comprehensive understanding of what truly makes an event unforgettable.
Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We're peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.
Suraj 'SUV' Venkitachalam from Cisco emphasizes the untapped potential within the data we already possess. Karen Lynch from Greenbook dissects the evolving role of CX within the corporate structure. Maggie Gentry from Community Health Network and Alpa Vyas from Stanford Healthcare talk about the transformative journey of patient experience. Jignesh Shah from Blackhawk Network chimes in on the art of memorable customer feedback, while Lorraine Schumacher, CX Executive Advisor, and Karyn Furstman of CustomersFurstbring us back to basics, reminding us of the importance of fundamental standards in the era of AI. And last, but not least, Tabitha Dunn from Hitachi chats with us about customer-centered growth.
We're connecting the dots between CX metrics and tangible business outcomes like retention and referrals, ensuring that you walk away with actionable insights for driving loyalty and value.
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your customer relationships.
This episode is a goldmine of practical solutions, from the power of clear communication to the magic of recognizing small victories. Jeannie shares how to debunk myths within the workplace and inspire innovation among your employees. Get ready to transform your customer experience mission from mere words into actions that resonate throughout every layer of your company culture. So, tune in, take notes, and let's start building that momentum together!
Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's listener question sparked a deep dive into the nuances of internal communication and resistance management.
We explore the art of balancing critique with praise and the importance of recognizing the efforts of those who contribute to positive customer experiences. Learn how to leverage key performance indicators to shine a light on success and maintain ongoing communication that keeps teams engaged and invested in customer experience initiatives. This episode is packed with practical advice for building coalitions, inspiring action, and transforming potential setbacks into opportunities for growth and celebration within your organization.
Setting Clear and Actionable Customer Experience Goals
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Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives. By the end of this episode, you'll know more about aligning your goals with organizational strategies, fostering cohesive efforts across teams, and creating long-term value for both your customers and your business.
Tune in to find out how you can get involved and make a tangible impact in the world of customer experience.
Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development.
Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware. Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. We’ll delve into the importance of multi-sensory cues in public spaces, making environments like airports more inclusive for everyone.
In another captivating segment, we highlight Starbucks' operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link.
Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Join us for an episode packed with practical strategies and inspiring stories that show the transformative power of genuine care in business.
Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how to tackle the challenges faced by cross-functional teams, the significance of setting clear goals, and the power of a customer experience charter document. Discover how productive meetings can be the catalyst for collaboration, accountability, and a stronger connection to your organization's bigger picture.
Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on broad business strategies and operational efficiencies, while customer experience consulting is all about enhancing those crucial customer interactions that drive business success. We’ll explore tools like service blueprinting and dive deep into the strategic trade-offs that can directly impact customer retention and satisfaction, ultimately boosting your overall business performance.
Your dedication to customer advocacy isn't just appreciated; it's crucial for driving your organization forward. We're grateful for your participation and engagement and eagerly await your next questions as we continue to refine our approach to making customer experience not just a priority but a cornerstone of your business success. Thank you for being a pivotal part of this journey.
Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur. Hear about adapting Voice of the Customer surveys to gather meaningful feedback without directly addressing sensitive incidents, and understand the importance of segmenting these surveys to better manage various stages of the customer journey.
But it doesn't stop there. Discover how strategic, proactive communication can make a world of difference, especially for high-value customers. From executive outreach to enhancing support channels and training staff in empathy—this episode is packed with actionable strategies to navigate and mitigate the impacts of cyber crises. Tune in for tips to turn a potential customer experience nightmare into an opportunity for strengthened loyalty and trust.
We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors.
Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch. You'll also hear compelling stories from GitLab and the St. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.
Don't miss this insightful conversation packed with actionable takeaways!
About David Sakamoto: David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing the delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations.
He led the global customer success organization at GitLab, scaling the business from $50M to over $650M quarterly run rate and supporting a successful IPO with a net dollar retention of over 152%. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support). Other experiences include CITTIO (early-stage startup), Genentech, Yahoo, and SGI. David holds a bachelor’s degree in Industrial Engineering from California Polytechnic State University, San Luis Obispo.
Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from former Crack the Customer Code podcast partner and current friend Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You'll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to focus on reskilling and upskilling their teams.
We'll also dive into the ethical maze of AI integration, especially its impact on remote work environments. From concerns about surveillance and privacy to the irreplaceable value of human empathy in customer and employee interactions, listen in as we discuss strategies to support employees who may feel anxious about AI and automation, and how to create moments that make them feel truly valued. Packed with practical tips and forward-thinking strategies, this episode is a must-listen for anyone interested in the future of work.
Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it's so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about customer service, but you'll hear why they should care about customer experience as well. We also delve into the critical role of cross-functional leadership in crafting seamless experiences, which ultimately lead to higher retention rates and increased sales.
What can we learn from industry disruptors like Amazon and Uber about customer experience innovation? This episode sheds light on strategic approaches that drive growth and disruption, from making a compelling business case to leveraging emotional customer testimonials. Discover practical steps like forming a cross-functional CX team and utilizing tools such as the Customer Experience Strategy Success Statement to define and achieve success.
Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX change agent.
Discover the transformative power of empowering CX champions and starting small with pilot programs. Jeannie breaks down an inspiring success story from a logistics company's contact center, showing how a dedicated CX mission can elevate both employee interactions and customer satisfaction. With a focus on the importance of data in correlating service performance with customer sentiment, you'll hear about how to tie every effort back to business outcomes. Plus, explore the rich resources available at experienceinvestigators.com to further elevate your CX strategies.
Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders.
What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. We dive into how global demands for speed and convenience contribute to harsh behaviors, and Jeannie shares a personal story from an ER visit with her son, shedding light on the surprising gratitude service workers express for basic politeness—revealing much about our societal values.
Ever wondered why your favorite childhood snacks just don't feel the same anymore? In this episode, we expose the frustrating realities of skimflation and shrinkflation, using the shrinking Bazooka gum as a stark example. From hidden fees to tipping expectations, we also discuss the transparency customers crave and how businesses can avoid short-term pitfalls for long-term gains.
Lastly, we discuss parallels between Olympians and entrepreneurs. There's always an "audience" and "judges" to compete! This episode is packed with insights to help businesses create smoother, more satisfying customer experiences.
About David Avrin: One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, (www.davidavrin.com) has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.
David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.
How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization's core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide our efforts. Hear how to define success with a customer experience mission statement and discover the power of thoughtful touchpoint improvements, such as more efficient invoicing processes.
I'm reaching out to you—our dedicated listeners—to share your thoughts and questions about enhancing customer experiences. Your contributions are invaluable to our mission of making the world a better place by creating fewer ruined days for our customers. Leave a voicemail at askjeannie.vip and join us next week as we continue transforming ideas into actionable strategies.
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand's promise into these interactions. Whether you're managing a multinational enterprise or a small business, the insights shared will help you ensure that even the most mundane tasks reflect the exceptional service you aim to deliver.
By focusing on the tone and approach, Jeannie explains how you can turn necessary yet often neglected or negative interactions into opportunities for reinforcing customer loyalty. Listen in to hear how to keep your customer experience consistent and positive from start to finish, guaranteeing that every interaction, no matter how routine, leaves your customers feeling valued and satisfied. Don't miss these valuable tips that can help you enhance customer satisfaction and foster lasting loyalty.
How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization's unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.
Explore the power of storytelling. By sharing such impactful customer stories, you can humanize your customer experience strategy and underscore your organization's core values. Whether it's hosting virtual panels, organizing fireside chats, or simply treating your team to lunch, discover countless ways to make CX Day unforgettable and shine a spotlight on the dedication of CX professionals worldwide.
Join the 2024 CX Day global celebration on Tuesday, October 1st. (https://www.cxpaglobal.org/get-involved/cxday)
Ever wondered how the intricacies of customer, employee, and user experiences are woven together to create a seamless shopping journey? On this episode of Experience Action, we unpack the delicate balance between CX, EX, and UX, demonstrating how each element influences the other and ultimately shapes your brand's success. We'll dive into the essence of customer experience, every interaction from the first point of contact to fostering long-term loyalty. The focus then shifts to employee experience, emphasizing the need for a supportive environment that boosts productivity and retention. We also touch on user experience and its role in ensuring that products are both usable and satisfying.
Get ready to explore the strategic pathways to crafting an exceptional customer experience with actionable insights from service blueprinting to technology integration. Discover how to identify and alleviate customer pain points, enhance employee tools and processes, and ensure that technological solutions support smooth interactions. You'll also hear about the importance of aligning teams and thinking proactively to maintain synergy, as exemplified by leaders like Peter. By fostering collaboration and empowering teams, you'll learn to not only meet but exceed customer expectations, driving higher satisfaction and better referrals. Join us for a compelling discussion on elevating your organization’s customer-centric strategies.
This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what's happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders.
Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissect a recent case that saw Sonos face significant backlash. The episode discusses valuable lessons for businesses on the importance of avoiding organizational silos and integrating customer insights consistently.
Next, we shift our focus to a seemingly mundane but crucial aspect of branding strategy: grammar and consistency. We discuss the need for clear and effective communication strategies, particularly during product rollouts. In a timely twist, we tackle the grammatical intricacies of Kamala Harris's name in the context of the 2024 election, illustrating how these details can impact clarity and user experience.
Lastly, we venture into the evolving world of furniture shopping, where technological advancements like augmented reality tools have disrupted how consumers visualize and purchase furniture.
Join us for a holistic exploration of how listening, communication, and technology are reshaping customer experiences and stay tuned for our next CX Pulse Check episode!
About Karen Lynch, Head Of Content at Greenbook: Karen grew up in the research industry. Before joining Greenbook (https://www.greenbook.org/), she spent 30 years as a full-time qualitative researcher. All the while she dabbled as a part-time writer, earning bylines in mainstream consumer magazines, online publications, and popular anthologies. She merged her two passions when she took the role of Greenbook's Head of Content. In her role, she manages the content strategy and operations across Greenbook's publishing platforms: the Greenbook Blog, Podcast, Newsletter, and Global Events.
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to building long-term visions that align with your company's mission and values.
Tune in as we uncover approaches for successful CX leadership, including the importance of stakeholder perspectives and using tools like journey maps to pinpoint areas for immediate improvement. Jeannie emphasizes the necessity of proving ROI and fostering a culture of continuous CX improvement. This episode is a treasure trove of practical advice for new CX leaders eager to make their mark and champion the importance of customer experience within their organizations. Listen now to start turning your CX ideas into impactful actions!
What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data. With your data in one place, discover how AI and machine learning tools like IBM Watson and Salesforce Einstein can reveal patterns and insights that drive business success.
But that's not all—this episode is packed with resources to propel your customer experience strategy to new heights. Tune in and redefine your customer experience strategy today!
Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive customer care and community building in fostering loyalty and setting your small business apart from the rest.
Join us for an insightful discussion that turns customer experience challenges into opportunities for growth and success.
This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from.
In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company.
We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year. We also delve into language tactics businesses employ, such as using terms like "inflation-free options" to entice shoppers.
Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. The conversation expands to the power of understanding people and media narratives, with discussions on trends like "FridgeScaping" and viral challenges. About Rohit Bhargava: Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world. Rohit has been invited to deliver “non-boring” keynotes and workshops in 32 countries around the world to change the way teams and leaders think at the World Bank, NASA, Intel, LinkedIn, MetLife, Under Armour, Univision, Disney and hundreds of other well-known organizations. Prior to becoming an entrepreneur and founding the Non-Obvious Company and Ideapress Publishing, he spent 15 years leading marketing strategy at Ogilvy and Leo Burnett where he advised global brands on human behavior, marketing and storytelling. Outside his speaking and consulting, Rohit has taught persuasive speaking and global marketing as an adjunct professor at Georgetown University, is frequently quoted in the global media and writes a monthly column on non-obvious ideas for Inc magazine. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. He loves the Olympics (he’s been to five!) and actively hates cauliflower.
Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By identifying the root causes of customer issues, like unfulfilled promises affecting contract renewals, we can make more informed decisions that benefit both the organization and its customers. Uncover the power of a solid customer experience strategy success statement that clarifies what success truly looks like and where your investments will yield the highest returns.
Transform your approach to customer experience by finding new strategies to create meaningful interactions that elevate customer value and align with your organizational priorities.
What if aligning your vision with your retail partners could transform your B2B customer experience strategy? In this episode of Experience Action Podcast, we explore how B2B suppliers can effectively engage retail partner staff to ensure a seamless customer experience that resonates with everyone involved. Through transparent communication and targeted training, Jeannie uncovers actionable strategies that go beyond traditional sales tactics, emphasizing the value of shared goals and mutual success. Both parties can elevate their operations and achieve better business outcomes.
Whether you're a seasoned B2B supplier or new to the game, this episode provides valuable lessons on fostering robust partnerships that prioritize exceptional customer service. Tune in and discover how to elevate your network and drive success across the board.
Breaking down silos while maintaining specialization isn't just a buzzword—it's a necessity for a seamless customer experience. But how can companies, especially within tightly regulated industries like financial services, balance the need for specific expertise with the demand for a unified customer journey? In this episode, an insightful listener question sets the stage for a compelling exploration of cross-functional collaboration. We'll navigate the tension between specialization and an aligned customer vision, revealing how cultural commitment and strategic communication can transform fragmented operations into a cohesive brand experience.
Whether adapting marketing strategies or wrestling with supply chain challenges, tune in to hear some strategies to build customer trust and deliver a seamless interaction that transcends departmental boundaries. Let's turn the dream of a consistent and compelling customer journey into a reality.
Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsen’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.
The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vague communications, like hidden banking fees, can frustrate customers. Discover how aligning employee and customer experiences—starting with frontline involvement—can make change implementation smoother and align with organizational values. Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.
About Tamsen Webster, MA, MBA, Founder at the Message Design Institute: Part message designer, part English-to-English translator, part magpie, Tamsen Webster helps leaders craft their case for large-scale change. In addition to her work in and for major organizations such as Harvard Medical School, Fidelity Investments, and Klaviyo, she’s a judge and mentor for the Harvard Innovation Labs, a professional advisor at the Martin Trust Center for MIT Entrepreneurship, and has spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events in the world. She was named to the Thinkers50 Radar in 2022 and is the author of two books, Find Your Red Thread: Make Your Big Ideas Irresistible and Say What They Can't Unhear: The 9 Principles of Lasting Change. She lives in Boston with her husband, two sons, and two brindle Greyhounds, Hazel and Walnut.
Turning Negative Feedback Into Actionable Insights
00:13:27
What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We'll explore some strategies to categorize and analyze feedback, allowing you to pinpoint root causes and prioritize improvements.
Embracing negative feedback isn't just beneficial; it's transformative. By fostering a culture of open communication, businesses can achieve significant improvements for both employees and customers. Join us as we delve into understanding customer emotions and identifying friction points, ultimately aligning feedback with organizational goals for an enhanced customer experience. This isn't just about damage control; it's about creating a win-win-win scenario for everyone involved.
As Jeannie Walters shares her insights, we're eager to hear how you'll implement these strategies and invite you to continue this journey with us, turning what might seem like setbacks into strategic advantages.
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization's vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies. Hear how to develop a compelling CX mission statement that not only guides employees but also ensures consistent and exceptional customer interactions. Discover how to set measurable goals to assess the success of your CX initiatives, focusing on key metrics like customer retention, referrals, and satisfaction rates.
Together, let's turn your CX aspirations into impactful, strategic actions that deliver meaningful results.
It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption.
We then spotlight the burgeoning trend of transparency in technology. The conversation parallels AI disclosure with privacy laws, highlighting how this shift could foster trust. The discussion takes a thought-provoking turn as we question AI's capacity for empathy, pondering whether AI can deliver more meaningful experiences than humans.
Our exploration extends into the educational arena, where AI is both a boon and a challenge. AI can enhance learning but also presents obstacles to foundational skill development. We emphasize the vital balance between embracing AI's efficiency and nurturing essential human skills and relationships.
About Andy Crestodina: Andy Crestodina is a co-founder and CMO of Orbit Media, an award-winning 50-person digital agency in Chicago.
What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn't quite meet those expectations. We'll discuss how acknowledging and empathizing with your customers can be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment. Discover the importance of transparency and honesty, and learn how offering alternatives—even suggesting competitors—can surprisingly strengthen your customer relationships and build unparalleled trust.
Together, we can transform ideas into actionable strategies that elevate your customer experience. Subscribe now and let's embark on this journey to turn challenges into opportunities for excellence.
What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions that will help you evaluate your priorities and achievements this past year. Join Jeannie Walters as we delve into positive customer feedback and uncover stories that can inform us of where future investments should lie. This is your chance to connect the dots between customer experience efforts and real business outcomes, ensuring that your initiatives are both meaningful and beneficial to your bottom line.
Use the insights and questions shared as tools for both reflection and proactive action. Let's prepare for an impactful 2025 by celebrating our successes and identifying areas for growth. Thank you for your dedication to your customers, and here's to a joyous holiday season and a Happy New Year!
Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I'm thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organization’s customer journey. Together, we'll explore how understanding your customer experience landscape and crafting clear mission statements can align your strategies with organizational objectives. By investing in innovation and recognizing the strategic importance of customer experience, we can elevate it to the forefront of business initiatives, driving not only success but fostering a better world by alleviating customer frustrations.
This milestone is a celebration of YOU—our amazing listeners—who inspire this mission every day. Let’s keep setting bold goals, celebrating wins, and empowering CX leaders everywhere to make a lasting impact. Tune in to take the next step in driving success for your customers, your organization, and beyond!
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