Experience Action podcast

#Business #Podcasting Education #Marketing #Jeannie Walters, CCXP #CCXP #Jeannie Walters #Customer Experience #Customer Service #Customer Support #Company Culture #Employee Experience #B2B #B2C #Cx Leader #Leadership #Sales

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Alex (@alex_kamenca) and Carley (@carleymitus) are both members of our Action Academy Community that purchased TWO small businesses last thursday! Want To Quit Your Job In The Next 6-18 Months Through Buying Commercial Real Estate & Small Businesses? 👔🏝️ Check Out Our Action Academy Community Schedule A Free 15 Minute Coaching Call With Our Team Here To Get "Unstuck"! Check Out Our Bestselling Book : From Passive To Passionate : How To Quit Your Job - Grow Your Wealth - And Turn Your Passions Into Profits Want A Free $100k+ Side Hustle Guide ? Follow Me As I Travel & Build: IG @brianluebben ActionAcademy.com…

Experience Action

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How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! Do you have a question? Visit askjeannie.vip to leave Jeannie a voicemail!

99 episodes

Experience Action

updated 22 days ago

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99 episodes

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1
5 Year-End Reflection Questions 13:34

22 days ago13:34

13:34

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we'll explore five critical questions that will help you evaluate your priorities and achievements this past year. Join Jeannie Walters as we delve into positive customer feedback and uncover stories that can inform us of where future investments should lie. This is your chance to connect the dots between customer experience efforts and real business outcomes, ensuring that your initiatives are both meaningful and beneficial to your bottom line. Use the insights and questions shared as tools for both reflection and proactive action. Let's prepare for an impactful 2025 by celebrating our successes and identifying areas for growth. Thank you for your dedication to your customers, and here's to a joyous holiday season and a Happy New Year! Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com Want 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/ )…

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Misaligned Customer Expectations 11:14

29 days ago11:14

11:14

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 be a game-changer, offering practical communication techniques to bridge gaps and mitigate disappointment. Discover the importance of transparency and honesty, and learn how offering alternatives—even suggesting competitors—can surprisingly strengthen your customer relationships and build unparalleled trust. Together, we can transform ideas into actionable strategies that elevate your customer experience. Subscribe now and let's embark on this journey to turn challenges into opportunities for excellence. Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com Want 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/ )…

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CX Pulse Check - December 2024 32:19

5 weeks ago32:19

32:19

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 adoption. We then spotlight the burgeoning trend of transparency in technology. The conversation parallels AI disclosure with privacy laws, highlighting how this shift could foster trust. The discussion takes a thought-provoking turn as we question AI's capacity for empathy, pondering whether AI can deliver more meaningful experiences than humans. Our exploration extends into the educational arena, where AI is both a boon and a challenge. AI can enhance learning but also presents obstacles to foundational skill development. We emphasize the vital balance between embracing AI's efficiency and nurturing essential human skills and relationships. About Andy Crestodina: Andy Crestodina is a co-founder and CMO of Orbit Media , an award-winning 50-person digital agency in Chicago. Over the past 24 years, Andy’s provided guidance to 1000+ businesses. He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. He’s also the author of Content Chemistry: The Illustrated Handbook for Content Marketing . Top 10 Online Marketing Experts, Forbes Top 50 Marketing Influencer, Entrepreneur Magazine Top 25 Content Marketers, Express Writers/Buzzsumo Top 10 Social Media Influencers, Social Media Explorer Follow Andy and Orbit Media on... LinkedIn: http://www.linkedin.com/in/andycrestodina/ LinkedIn: https://www.linkedin.com/company/orbit-media-studios-inc./ Facebook: https://www.facebook.com/orbitmediastudios Twitter/X: https://twitter.com/crestodina Twitter/X: https://twitter.com/orbiteers YouTube: https://www.youtube.com/Orbitmedia Articles Mentioned: Taco Bell and KFC’s Owner Says AI-Driven Marketing Is Boosting Purchases (The Wall Street Journal) -- https://www.wsj.com/articles/taco-bell-and-kfcs-owner-says-ai-driven-marketing-is-boosting-purchases-ab3a5f36 Retailers confront trust issues as generative AI becomes commonplace (CX Dive) -- https://www.customerexperiencedive.com/news/retail-customer-trust-generative-bain-e-commerce/733018/ Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com Want 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/ )…

1
Mission and Vision in CX Strategy 13:28

7 weeks ago13:28

13:28

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 transforming organizational goals into actionable CX strategies. Hear how to develop a compelling CX mission statement that not only guides employees but also ensures consistent and exceptional customer interactions. Discover how to set measurable goals to assess the success of your CX initiatives, focusing on key metrics like customer retention, referrals, and satisfaction rates. Together, let's turn your CX aspirations into impactful, strategic actions that deliver meaningful results. Resources Mentioned: Learn more about CXI Flight School™ -- cxiflightschool.com CX Mission Statement Workbook -- bit.ly/cx-mission-workbook CX Success Statement Workbook -- bit.ly/cx-success-workbook Experience Investigators Learning Center -- experienceinvestigators.com Want 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/ )…

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Turning Negative Feedback Into Actionable Insights 13:27

8 weeks ago13:27

13:27

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 causes and prioritize improvements. Embracing negative feedback isn't just beneficial; it's transformative. By fostering a culture of open communication, businesses can achieve significant improvements for both employees and customers. Join us as we delve into understanding customer emotions and identifying friction points, ultimately aligning feedback with organizational goals for an enhanced customer experience. This isn't just about damage control; it's about creating a win-win-win scenario for everyone involved. As Jeannie Walters shares her insights, we're eager to hear how you'll implement these strategies and invite you to continue this journey with us, turning what might seem like setbacks into strategic advantages. Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

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CX Pulse Check - November 2024 38:37

9 weeks ago38:37

38:37

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 build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience. The discussion also covers balancing communication frequency to avoid alert fatigue and illustrates how vague communications, like hidden banking fees, can frustrate customers. Discover how aligning employee and customer experiences—starting with frontline involvement—can make change implementation smoother and align with organizational values. Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience. About Tamsen Webster, MA, MBA, Founder at the Message Design Institute : Part message designer, part English-to-English translator, part magpie, Tamsen Webster helps leaders craft their case for large-scale change. In addition to her work in and for major organizations such as Harvard Medical School, Fidelity Investments, and Klaviyo, she’s a judge and mentor for the Harvard Innovation Labs, a professional advisor at the Martin Trust Center for MIT Entrepreneurship, and has spent over 10 years as the Idea Strategist for one of only nine legacy-level TEDx events in the world. She was named to the Thinkers50 Radar in 2022 and is the author of two books, Find Your Red Thread: Make Your Big Ideas Irresistible and Say What They Can't Unhear: The 9 Principles of Lasting Change . She lives in Boston with her husband, two sons, and two brindle Greyhounds, Hazel and Walnut. Follow Tamsen on... LinkedIn X/Twitter Facebook Instagram YouTube Articles Mentioned: i2c Inc. and PYMNTS Survey Reveals Consumer Expectations for How Banks Respond to Credit Card Fraud (Business Wire) How The Vitamin Shoppe builds flexible customer experiences (CX Dive) How Businesses Can Cultivate a Customer-Centric Culture During Natural Disasters (socPub) Attributes—not skills—determine whether you ‘cut it’ or not (McKinsey & Company) Want 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/ )…

1
Break Down The Silos - or Not? 12:13

10 weeks ago12:13

12:13

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 compelling exploration of cross-functional collaboration. We'll navigate the tension between specialization and an aligned customer vision, revealing how cultural commitment and strategic communication can transform fragmented operations into a cohesive brand experience. Whether adapting marketing strategies or wrestling with supply chain challenges, tune in to hear some strategies to build customer trust and deliver a seamless interaction that transcends departmental boundaries. Let's turn the dream of a consistent and compelling customer journey into a reality. Resources Mentioned: CX Charter Guidebook -- https://bit.ly/cxcharter Experience Investigators Learning Center -- experienceinvestigators.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

1
Get B2B Partners Aligned with CX 9:00

11 weeks ago9:00

9:00

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 strategies that go beyond traditional sales tactics, emphasizing the value of shared goals and mutual success. Both parties can elevate their operations and achieve better business outcomes. Whether you're a seasoned B2B supplier or new to the game, this episode provides valuable lessons on fostering robust partnerships that prioritize exceptional customer service. Tune in and discover how to elevate your network and drive success across the board. Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com The CX Value Chain [LinkedIn Learning Course] -- bit.ly/lilcxvalue CX Operations [LinkedIn Learning Course] – bit.ly/lilcxops Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

1
Prioritize the Right Things 17:05

12 weeks ago17:05

17:05

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 issues, like unfulfilled promises affecting contract renewals, we can make more informed decisions that benefit both the organization and its customers. Uncover the power of a solid customer experience strategy success statement that clarifies what success truly looks like and where your investments will yield the highest returns. Transform your approach to customer experience by finding new strategies to create meaningful interactions that elevate customer value and align with your organizational priorities. Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com CX Success Statement Workbook -- bit.ly/cx-success-workbook Take the CXI® Compass assessment -- CXICompass.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

1
CX Pulse Check - October 2024 31:59

13 weeks ago31:59

31:59

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 major players like Walmart are pushing holiday shopping earlier each year. We also delve into language tactics businesses employ, such as using terms like "inflation-free options" to entice shoppers. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. The conversation expands to the power of understanding people and media narratives, with discussions on trends like "FridgeScaping" and viral challenges. About Rohit Bhargava: Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world. Rohit has been invited to deliver “non-boring” keynotes and workshops in 32 countries around the world to change the way teams and leaders think at the World Bank, NASA, Intel, LinkedIn, MetLife, Under Armour, Univision, Disney and hundreds of other well-known organizations. Prior to becoming an entrepreneur and founding the Non-Obvious Company and Ideapress Publishing, he spent 15 years leading marketing strategy at Ogilvy and Leo Burnett where he advised global brands on human behavior, marketing and storytelling. Outside his speaking and consulting, Rohit has taught persuasive speaking and global marketing as an adjunct professor at Georgetown University, is frequently quoted in the global media and writes a monthly column on non-obvious ideas for Inc magazine. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. He loves the Olympics (he’s been to five!) and actively hates cauliflower. Follow Rohit on... LinkedIn: https://www.linkedin.com/in/rohitbhargava X/Twitter: https://twitter.com/rohitbhargava Facebook: https://www.facebook.com/rohitmarketingauthor Articles Mentioned: Walmart kicks holiday season off early (Retail Customer Experience) The Art Market Is Tanking. Sotheby’s Has Even Bigger Problems. (The Wall Street Journal) The Scrub Daddy Sponge Has a Cult Following. But Is It Better Than This Wirecutter Favorite? (The New York Times: Wirecutter) Fridgescaping is everywhere. But is it safe? (The Washington Post) Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com Want 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/ )…

1
Small Business CX Advantages 12:23

14 weeks ago12:23

12:23

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 loyalty and setting your small business apart from the rest. Join us for an insightful discussion that turns customer experience challenges into opportunities for growth and success. Resources Mentioned: National Small Business Association -- nsba.net/ Customer Journey Mapping Workbook -- bit.ly/cjmworkbook CX Mission Statement Workbook -- bit.ly/cx-mission-workbook CX Success Statement Workbook -- bit.ly/cx-success-workbook Experience Investigators Learning Center -- experienceinvestigators.com Learn more about CXI Ground School™ -- cxigroundschool.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

1
Insights from Overwhelming Data 11:39

15 weeks ago11:39

11:39

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 Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data. With your data in one place, discover how AI and machine learning tools like IBM Watson and Salesforce Einstein can reveal patterns and insights that drive business success. But that's not all—this episode is packed with resources to propel your customer experience strategy to new heights. Tune in and redefine your customer experience strategy today! Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com Learn more about CXI Ground School™ -- cxigroundschool.com Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

1
First 100 Days as a CX Leader 15:12

16 weeks ago15:12

15:12

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 your company's mission and values. Tune in as we uncover approaches for successful CX leadership, including the importance of stakeholder perspectives and using tools like journey maps to pinpoint areas for immediate improvement. Jeannie emphasizes the necessity of proving ROI and fostering a culture of continuous CX improvement. This episode is a treasure trove of practical advice for new CX leaders eager to make their mark and champion the importance of customer experience within their organizations. Listen now to start turning your CX ideas into impactful actions! Resources Mentioned: Experience Investigators Learning Center -- experienceinvestigators.com CX Mission Statement Workbook -- bit.ly/cx-mission-workbook CX Success Statement Workbook -- bit.ly/cx-success-workbook CX Charter Guidebook -- bit.ly/cxcharter Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters Want 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/ )…

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CX Pulse Check - September 2024 27:02

17 weeks ago27:02

27:02

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 thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissect a recent case that saw Sonos face significant backlash. The episode discusses valuable lessons for businesses on the importance of avoiding organizational silos and integrating customer insights consistently. Next, we shift our focus to a seemingly mundane but crucial aspect of branding strategy: grammar and consistency. We discuss the need for clear and effective communication strategies, particularly during product rollouts. In a timely twist, we tackle the grammatical intricacies of Kamala Harris's name in the context of the 2024 election, illustrating how these details can impact clarity and user experience. Lastly, we venture into the evolving world of furniture shopping, where technological advancements like augmented reality tools have disrupted how consumers visualize and purchase furniture. Join us for a holistic exploration of how listening, communication, and technology are reshaping customer experiences and stay tuned for our next CX Pulse Check episode! About Karen Lynch, Head Of Content at Greenbook: Karen grew up in the research industry. Before joining Greenbook (https://www.greenbook.org/), she spent 30 years as a full-time qualitative researcher. All the while she dabbled as a part-time writer, earning bylines in mainstream consumer magazines, online publications, and popular anthologies. She merged her two passions when she took the role of Greenbook's Head of Content. In her role, she manages the content strategy and operations across Greenbook's publishing platforms: the Greenbook Blog, Podcast, Newsletter, and Global Events. Follow Karen on... LinkedIn: https://www.linkedin.com/in/karenmlynch/ Articles Mentioned: Sonos App Redesign Fail: Customer Outrage and Falling Stock Prices (CMSWire) -- https://www.cmswire.com/customer-experience/sonos-app-redesign-fail-customer-outrage-and-falling-stock-prices/ Harris’ or Harris’s? Apostrophe row divides grammar nerds (The Guardian) -- https://www.theguardian.com/science/article/2024/aug/14/kamala-harris-or-harriss-apostrophe-row-grammar-nerds Customer Journey Insights from 2024 Furniture Shopping Trends Study (Home Furnishings Association) -- https://myhfa.org/customer-journey-insights-from-2024-furniture-shopping-trends-study/ Resources Mentioned: Experience Investigators Website -- experienceinvestigators.com Want 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/ )…

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Synergy with CX, EX, UX 17:08

18 weeks ago17:08