Experience Action

Experience Action

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 www.speakpipe.com/experienceaction to leave Jeannie a voicemail!


November 28, 2023 25 mins

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown, co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. They uncover the mysteries of the "hermit consumer" - a seismic $600 billion shift in consumer behavior brought about by the pandemic. Listen in as they discuss its impact on industries like entert...

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Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like "Why We Buy: The Science of Shopping" by Paco Underhill and "Chief Customer Officer ...

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November 7, 2023 13 mins

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience missio...

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October 31, 2023 8 mins

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That's the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.

Are you unintentionally crafting a customer experience...

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October 24, 2023 21 mins

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what's happening right now in Customer Experience (CX).

What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, a...

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October 17, 2023 14 mins

❔"Are there differences in how to approach member experience versus customer experience?"❔

Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and to...

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October 10, 2023 19 mins

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. We examine the power of prioritization in addressing pe...

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October 3, 2023 7 mins

Ever wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You'll hear some insights and practical advice on why and when to refresh these important tools.

In this episode, Jeannie stresses t...

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September 26, 2023 26 mins

What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You'll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, ...

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September 19, 2023 18 mins

❔"How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer's experience?"❔

A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you're all on the same page (pun intended). A CX Charter is key for cross-functional support. In this episode, ...

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September 12, 2023 17 mins

❔"Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?" How do we define success?"❔

Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary. Jeannie Walters suggests that first you must ...

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September 5, 2023 16 mins

❔"My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I'd love to hear your feedback."❔

Traditional focus groups have been popular for gathering real-time customer feedback for decades. However, our host, Jeannie Wa...

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August 29, 2023 17 mins

❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔

We need both customer service and customer experience to have a successful business. Customer service is essentially...

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August 22, 2023 12 mins

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it. Any ideas you can share?" ❔

We are so excited to have a new Customer Experience (CX) Change Agent in the world! Someone who has star...

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August 15, 2023 11 mins

❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?"❔

Customer experience is not just a 'nice to have,' even though that's how it's viewed in many organizations. It really is a must-have in today's competitive, digital world. Customers have more choices and more expectations than ever before. If we don't make customer...

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August 8, 2023 11 mins

❔"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we're not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organization in building customer experience initiatives and activities, or is there a way for us to do this more organically with the te...

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August 1, 2023 16 mins

❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so, what would you recommend?"❔

Shoutout to all the Chief Marketing Officers and Marketing Leaders who have been "gifted" the role of leading Customer Experience. Our host, Jeannie Walters, knows a lot of marketin...

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July 25, 2023 14 mins

❔"My employee experience team is on the right track, and I'm really excited about the progress we are making. I want to ensure we can continue our projects, but I'm concerned about the company budget. Do you have any tips for approaching this and staying ahead?"❔

The employee experience and the customer experience are tightly linked. How do we make sure our leaders know that? In this episode, Jeannie Wa...

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July 18, 2023 11 mins

❔"What does CXI® stand for? What does it mean?"❔

What a fun, quick question! All of us, as experience investigators, are looking for things. We are investigating, exploring, and evaluating all the time. Our registered trademark, above all, stands for Customer Experience Investigation. However, the "I" in CXI® can mean so much more. Tune in to find out!

BONUS: In this episode, Jeannie shares thr...

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July 11, 2023 17 mins

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high focus on the NPS and a lack of openness to alternate thinking?"❔

If you are asking this question, you are already on t...

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