Experience Action

❔"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 everyth...

❔"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...

❔"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...

❔"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...

❔"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 peop...

❔"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 w...

❔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...

❔"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...

❔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...

❔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 d...

❔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 abou...

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 s...

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 Jean...

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! Resources Mentioned: Experience Investigators Learnin...

❔"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-f...

❔"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...

❔"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 custome...

❔"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...

❔"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...

❔"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 t...

❔ "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 th...

❔"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 inves...

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 y...