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Jeannie Walters - You Need a Customer Experience Mission

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Manage episode 364800313 series 2736749
Content provided by Matt Lyles. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Matt Lyles or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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:

  continue reading

151 episodes

Artwork
iconShare
 
Manage episode 364800313 series 2736749
Content provided by Matt Lyles. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Matt Lyles or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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:

  continue reading

151 episodes

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