Best Jeannie Walters Podcasts (2024)

1
Cybersecurity and CX 23:45

1d ago23:45

23:45

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 disru…

1
Giving and Receiving Powerful Feedback with Treena Huang 39:12

1d ago39:12

39:12

Treena Huang is an expert in transforming team cultures towards higher performance and trust. As a highly sought after coach, Treena's unique Live 360 Feedback approach trains the skills necessary to communicate with both candor and kindness. Before becoming a leadership coach, Treena served as a UN official, working in high-stakes political settin…

1
Management or CX Consulting? 10:11

8d ago10:11

10:11

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 bro…

1
Targets, KPIs, Priorities…I’m Confused! 30:38

8d ago30:38

30:38

On this Mike on the Mic episode, I’ll be breaking down the chaos of distinguishing the differences between targets, KPIs, and priorities. I explore how vague terminology often leads to confusion within teams, especially leadership teams, impacting overall organizational clarity. I’ll help tackle the pitfalls of using amorphous language when discuss…

1
Cross-Functional Communication 15:24

17d ago15:24

15:24

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 t…

1
Emotional Intelligence and Business Outcomes with Meg Poag 39:27

15d ago39:27

39:27

In this episode of the Better Leadership Team Show, I speak with Meg Poag. She stands at the intersection of leadership excellence and transformative consultancy. A best-selling author of “The Adversity Hack,” Meg is a visionary known both locally and nationally for her passion and prowess in empowering leaders. Her goal? Drive change, produce rema…

1
CX Pulse Check - June 2024 23:30

24d ago23:30

23:30

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are …

1
Improving Your Leadership Team – Where Do You Start? 30:45

22d ago30:45

30:45

In this Mike on the Mic episode, I go into the key characteristics of a phenomenal company, and I'll take a deep dive into how you can assess your team's performance against these benchmarks. But that's not all; I'll also zero in on actionable steps. Even if your team is excelling, constant improvement is vital. To guide us, we'll use a comprehensi…

1
Setting Clear and Actionable Customer Experience Goals 16:22

1M ago16:22

16:22

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objective…

1
The Planning and Communication Rhythm-2 27:18

29d ago27:18

27:18

In this Mike on the Mic episode, I dive into the art of unlocking team success through three key disciplines: Measuring What Matters, Aligning Around Priorities, and the Planning and Communication Rhythm. Using the human body as a metaphor, I explore how these disciplines are as vital to your team's success as the nervous and digestive systems are …

1
Sharing Feedback with Everyone 15:41

1M ago15:41

15:41

Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's…

1
The Leader-Leader Approach with L. David Marquet 51:59

1M ago51:59

51:59

In today's episode of the Better Leadership Team Show, I welcome David Marquet. He is a former US submarine force commander who transformed the USS Santa Fe from worst to first by empowering his crew. Marquet's revolutionary leadership approach, which treats crew members as leaders rather than followers, led to the highest retention and operational…

1
Gaining Frontline Buy-In 9:29

1M ago9:29

9:29

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinp…

1
You can't lead a great team if you can't lead yourself 28:14

1M ago28:14

28:14

In this MIke on the Mic episode, I will take you on a deep personal journey through the highs and lows of my life and leadership. I’ll dive into the foundational role self-leadership in personal and professional development. Key Highlights: - Discover why self-leadership is the cornerstone of team and business success. - Learn how personal challeng…

1
CX Pulse Check - April/May 2024 7:24

2M ago7:24

7:24

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. W…

1
Self-Leadership for Leaders with Cait Donovan & Owen Fitzpatrick 53:52

2M ago53:52

53:52

In today's episode of the Better Leadership Team Show, I'm thrilled to have two amazing friends, Cait Donovan and Owen Fitzpatrick, back on the show. We dive deep into the crucial topic of self-care for leaders, discussing how it can significantly impact team dynamics, stress management, and overall success in today's fast-paced world. Our conversa…

1
Elevating the Event Venue Experience 12:23

2M ago12:23

12:23

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right…

1
The 5 Roles of a CEO 22:30

2M ago22:30

22:30

In this Mike on the Mic episode, I dive into an enlightening discussion about the transformative journey of a CEO. I outline five pivotal roles that a CEO must embrace: the Visionary, creating and sharing a compelling vision for the company's future; the Ambassador, shaping the company culture internally and representing the company's interests ext…

1
Strategically Addressing Low-Volume Customer Concerns 11:30

2M ago11:30

11:30

"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?" Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique c…

1
12 Ways to “Level Up” Your Team 19:24

2M ago19:24

19:24

In this Mike on the Mic episode, I dive into the common misconception that training is the ultimate solution to enhance team skills and performance. While training plays a role, it's just one of twelve strategies to explore for elevating your team's capabilities. From setting clearer expectations and leveraging coaching to hiring the right people a…

1
The 4 Secrets of Passionate Organizations 28:52

2M ago28:52

28:52

In this episode of Mike on the Mic, I discuss the importance of creating a passionate work environment and how it significantly impacts an organization’s revenue, profit, client satisfaction, and the ability to attract and retain top talent. I’ll dive into the concept of building a passionate organization through ‘The Four Secrets of Passionate Org…

1
Customer-Facing Employees and CX Buy-In 9:10

3M ago9:10

9:10

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer expe…

1
The 3 Characteristics of a Great Company 21:04

3M ago21:04

21:04

In this Mike on the Mic episode, I’m diving into the concept of what makes a great company, emphasizing the importance of significant and consistent growth in both the top and bottom lines. I’ll explore why it's essential for leaders to remember their company's purpose beyond just making money while also ensuring financial stability to sustain thei…

1
Must-Haves for Successful CX Programs 15:36

3M ago15:36

15:36

Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements …

1
13 Ways to Fall Back In Love With Your Business 39:16

3M ago39:16

39:16

In this episode of Mike on the Mic, I dive into the overwhelming responsibilities we face as business owners. Balancing the needs of our company, our clients, and our team members. We're bombarded with advice from every corner, yet we still find ourselves grappling with frustration when things don't align as we envision. I’ll be sharing personal st…

1
CX Pulse Check - March 2024 25:30

3M ago25:30

25:30

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital …

1
Confidence and Faster Decision-Making with Paul Epstein 50:45

3M ago50:45

50:45

PAUL EPSTEIN has spent nearly 15 years as a professional sports executive for multiple NFL and NBA teams, a global sports agency, and the NFL league office, where he has broken every premium revenue metric in Super Bowl history, opened a billion-dollar stadium, and founded the San Francisco 49ers Talent Academy, where he became known as the “Why Co…

1
Balancing Policy with Personalized Experiences 12:48

3M ago12:48

12:48

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky te…

1
Filling the Culture Gap with Brett Hoogeveen 48:25

3M ago48:25

48:25

Brett Hoogeveen is the co-founder of BetterCulture and Mindset LLC, two prominent leadership development and consulting firms with clients spanning from entrepreneurial startups to Fortune 500 companies. An international speaker, coach, consultant, and trainer, Brett focuses on providing practical advice on leadership and culture that produces bett…

1
When Loyalty Programs Go Wrong 16:15

4M ago16:15

16:15

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward …

1
Growing Starbucks and Servant Leadership with Howard Behar 27:55

4M ago27:55

27:55

In this episode of the Better Leadership Team Show, I welcome Howard Behar. His career in business spans over 50 years, all in consumer-oriented businesses covering several industries. He retired from Starbucks Coffee after 21 years, where he led both the domestic business, as President of North America and was the founding President of Starbucks I…

1
Those Needy Customers!! 14:59

4M ago14:59

14:59

Ever felt like you're walking a tightrope trying to satisfy high-maintenance clients while keeping your team's spirits high? You're not alone, and in this episode, we're tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can …

1
Overcoming Massive Obstacles with Chad Hymas 38:57

4M ago38:57

38:57

Chad inspires, motivates, and moves audiences, creating an experience that touches hearts for a lifetime. He is one of the youngest ever to receive the Council of Peers Award for Excellence (CPAE) and to be inducted into the prestigious National Speaker Hall of Fame. In 2001, at the age of 27, Chad’s life changed in an instant when a 2,000-pound ba…

1
CX Pulse Check - February 2024 32:52

4M ago32:52

32:52

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of 'machine customers,' we need to understand how our businesses can adapt to meet the de…

1
Leveraging Strengths and Communication Styles with Allison Tabor 47:29

4M ago47:29

47:29

In this episode of the Better Leadership Team Show, I welcome Allison Tabor. She is an International speaker, facilitator, and the author of the best-selling book, Work Your Assets Off® -Stop Working So Hard in Business and In Life. Allison guides business leaders and their teams to communicate collaboratively, leverage talents, and stop working so…

1
How Much Data Is Too Much? 11:55

4M ago11:55

11:55

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating …

1
How to Persevere and Scale with Ryann Halo 48:50

4M ago48:50

48:50

In this Better Leadership Team Show episode, I welcome Ryann Halo. She is a multi-7-figure entrepreneur and the founder of Halo Consulting, a leading growth strategy firm for small businesses. Over her 15+ year career, she has founded, advised, and grown multiple companies from startup to scale. Her first company, Salon Halo, went from an existing …

1
Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX 17:16

5M ago17:16

17:16

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and t…

1
Building a Brand Culture From the Inside Out with Pam Nemec 49:41

4M ago49:41

49:41

In this episode of the Better Leadership Team Show, I welcome Pam Nemec. She is a brand culture expert and speaker. Her thought leadership around Brand Culture via HR and Brand Communications has led to recruiting, retaining, and caring for over 50,000 employees and connecting with millions of customers over the course of her 20-year career, where …

1
Right and Wrong Ways to Use AI in CX 16:56

5M ago16:56

16:56

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We're traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don't just streamline processes but fundamentally enhance t…

1
How to Create a Proactive Customer Experience with Jeannie Walters 47:15

5M ago47:15

47:15

Jeannie Walters, CCXP is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie wan…

1
CX Pulse Check - January 2024 25:02

5M ago25:02

25:02

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris - Associate Director of CX Business Transformation at Verizon Connect. We're peeling back the curtain on Sam's Club's groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail…

1
How to Find Superstars 31:32

5M ago31:32

31:32

In this episode of Mike on the Mic, I'll focus on the common challenge of finding and attracting good people in today's workforce. I'll discuss the importance of surrounding yourself with the right individuals in both your work and personal life and explore how this can impact your success as a leader. I'll address various obstacles that can hinder…

1
How Do You Balance Innovation and Simplicity? 13:27

5M ago13:27

13:27

Unlock the secrets to a customer experience that's both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up a…

1
Leadership Lessons From a Fighter Pilot with Tammy Barlette 40:49

5M ago40:49

40:49

In this episode of the Better Leadership Team Show, I welcome another special yet non-traditional guest, Tammy Barlette, a US Air Force fighter pilot who retired in 2018 as a Lieutenant Colonel. Upon retiring, she became a professional speaker and founded Athena’s Voice, a speaker referral business featuring female military pilots from around the U…

1
What Influences All Leaders To Care About Customer Experience? 16:44

5M ago16:44

16:44

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity…

1
Are You Surrounding Yourself With the Right People? 29:45

5M ago29:45

29:45

On this Mike on the Mic episode, I’ll step into the concept of your neighborhood - not just in terms of physical location but mainly the people you surround yourself with. I explore the impact that your business neighborhood, family neighborhood, social neighborhood, and local community neighborhood can have on your life. The idea that our lives ar…

1
What is the Value of Customer Feedback? 12:51

6M ago12:51

12:51

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedb…

1
The 7 Factors of Scaling a Business with Trey Dunavant 54:08

6M ago54:08

54:08

In this Better Leadership Team Show episode, I speak with Trey Dunavant. He has over 15 years of experience helping scale B2B, B2C, and e-commerce companies. Through multiple leadership roles, he expanded a nationwide specialty products business division from sub-5-figures to mid-8-figures through the most challenging season of its 60+ year existen…

1
Grow Your People, Grow Your Profit 37:01

6M ago37:01

37:01

On this Mike on the Mic episode, I’ll dive into how "growing your people leads to growing your profit." and how much significance the "talent density framework" has as I break it down into small sections to highlight the steps to take when applying this framework. My aim is to help leaders comprehend what fuels revenue and profit growth. Many leade…

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Jeannie Walters Podcasts

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