Jeannie Walters - You Need a Customer Experience Mission

SIMPLE brand With Matt Lyles

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:

• Jeannie’s site
• Jeannie’s podcast - Experience Action
• Leave your question for Jeannie to answer on the Experience Action podcast here
• Jeannie on LinkedIn