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 ...
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. D...
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 ...
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 st...
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 transformativ...
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 customer...
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 a...
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 s...
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 ben...
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...
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 th...
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. ...
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, includ...
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...
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 expe...
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 imp...
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...
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 ou...
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 sp...
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...