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/)

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/)

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/)

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/)

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/)

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/)

Ever wondered how the intricacies of customer, employee, and user experiences are woven together to create a seamless shopping journey? On this episode of Experience Action, we unpack the delicate balance between CX, EX, and UX, demonstrating how each element influences the other and ultimately shapes your brand's success. We'll dive into the essence of customer experience, every interaction from the first point of contact to fostering long-term loyalty. The focus then shifts to employee experience, emphasizing the need for a supportive environment that boosts productivity and retention. We also touch on user experience and its role in ensuring that products are both usable and satisfying.

Get ready to explore the strategic pathways to crafting an exceptional customer experience with actionable insights from service blueprinting to technology integration. Discover how to identify and alleviate customer pain points, enhance employee tools and processes, and ensure that technological solutions support smooth interactions. You'll also hear about the importance of aligning teams and thinking proactively to maintain synergy, as exemplified by leaders like Peter. By fostering collaboration and empowering teams, you'll learn to not only meet but exceed customer expectations, driving higher satisfaction and better referrals. Join us for a compelling discussion on elevating your organization’s customer-centric strategies.

Resources Mentioned:
Customer​​ Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint
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/)

How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization's unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.

Explore the power of storytelling. By sharing such impactful customer stories, you can humanize your customer experience strategy and underscore your organization's core values. Whether it's hosting virtual panels, organizing fireside chats, or simply treating your team to lunch, discover countless ways to make CX Day unforgettable and shine a spotlight on the dedication of CX professionals worldwide.

Join the 2024 CX Day global celebration on Tuesday, October 1st. (https://www.cxpaglobal.org/get-involved/cxday)

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/)