Experience Action

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.Resources Mentioned:Experience Investigators Learning CenterWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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 MullResources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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!Resources Mentioned:What's a Service Code and How Do We Use It? [Experience Action Podcast] -- experienceactionpod.com/2092963/12581385Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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.Resources Mentioned:Learn more about CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:Learn more about CXI® Flight School -- cxiflightschool.comCX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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.Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookLearn more about CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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!Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookCX Charter Guidebook -- bit.ly/cxcharterExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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! Resources Mentioned:Join the Waitlist for the CXI® Flight School -- cxiflightschool.comArticle: Is Customer Experience Worth It? And How Much Should You Invest? -- experienceinvestigators.com/take-action/customer-experience-value/Experience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:CX Charter Guidebook -- bit.ly/cxcharterCX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookJoin the Waitlist for the CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:SMIRC Goals Checklist -- bit.ly/smirc-checklistCX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:Customer Interview Guidebook -- bit.ly/ciguidebookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:YouTube: Jeannie Walters at Experience Investigators -- bit.ly/jeannieytGet the Weekly Letter: bit.ly/jeannie-letterExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCustomer Journey Mapping Workbook -- bit.ly/cjmworkbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:CX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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!Resources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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!Resources Mentioned:Customer Journey Mapping Workbook -- bit.ly/cjmworkbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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.Resources Mentioned:Employee Journey Map Template -- bit.ly/ejmtemplateCX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"What does CXI® stand for? What does it mean?"❔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.Resources Mentioned:CXI® Navigator -- experienceinvestigators.com/#frameworkTake the CXI® Compass assessment -- CXICompass.comLearn more about CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

❔"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 resultsResources Mentioned:CX Mission Statement Workbook -- bit.ly/cx-mission-workbookCX Success Statement Workbook -- bit.ly/cx-success-workbookExperience Investigators Learning Center -- experienceinvestigators.comLearn more about CXI® Flight School -- cxiflightschool.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)