Go offline with the Player FM app!
Jeannie Walters - You Need a Customer Experience Mission
Manage episode 364800313 series 2736749
In this week’s episode of the SIMPLE brand podcast, I talk with Jeannie Walters.
Jeannie’s 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. And she’s the host of the Experience Action podcast.
From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience.
Some of the topics we discuss include:
- How to create fewer ruined days for customers
- What customers expect from brands today
- Understanding a customer’s journey helps you know what they want at each interaction
- Customer journey mapping is a verb, not a noun
- How to use “micro-mapping” to truly understand customers along each interaction
- If you recognize a poor interaction across the customer journey, there’s no need to validate it with data
- A CX mission statement empowers your employees to know exactly how to deliver on your brand’s promise
- A focus on customer experience helps create a better employee experience
RESOURCES FROM THIS EPISODE:
151 episodes
Manage episode 364800313 series 2736749
In this week’s episode of the SIMPLE brand podcast, I talk with Jeannie Walters.
Jeannie’s 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. And she’s the host of the Experience Action podcast.
From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience.
Some of the topics we discuss include:
- How to create fewer ruined days for customers
- What customers expect from brands today
- Understanding a customer’s journey helps you know what they want at each interaction
- Customer journey mapping is a verb, not a noun
- How to use “micro-mapping” to truly understand customers along each interaction
- If you recognize a poor interaction across the customer journey, there’s no need to validate it with data
- A CX mission statement empowers your employees to know exactly how to deliver on your brand’s promise
- A focus on customer experience helps create a better employee experience
RESOURCES FROM THIS EPISODE:
151 episodes
All episodes
×Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.