Experience Action

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 b...

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...

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 transform...

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 ca...

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...

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 compellin...

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 strate...

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 issue...

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...

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 lo...

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 Cust...

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 y...

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...

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 interac...

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 su...

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 mana...

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 o...

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 a...

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...

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...

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...

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 re...

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 th...

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 efficiencie...

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 cr...