Experience Action

❔"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-functiona...

❔"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 s...

❔"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. H...

❔"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. Cus...

❔"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...

❔"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...

❔"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...

❔"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 Walt...

❔"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?...

❔"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,...

❔"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 qu...

❔"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 y...

❔"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...

❔"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...

❔"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...

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 Cu...

❔"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 intervi...

❔"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 disc...

❔"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...