Experience Is Everything: The CX Podcast with Jeannie Walters
Experience Is Everything: The CX Podcast with Jeannie Walters is where customer experience leaders get real strategy for building what comes next, not just managing what already happened. It explores what it actually takes to build proactive customer experience: the mindset that shapes how your team sees every interaction, the strategy that turns that mindset into a plan, and the discipline that makes it stick day after day. Hosted by Jeannie Walters, CCXP, CSP, and author of the USA Today bestseller Experience Is Everything, each episode gives CX leaders real answers they can put to work immediately.
Experience Is Everything: The CX Podcast with Jeannie Walters
Characteristics of Great Customer Experience (CX)
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❔"What are the main characteristics that make up a good customer experience?"❔
This question could be answered in a multitude of ways because Customer Experience (CX) is complex. When we talk about CX, there are many different parts. It needs to factor in the end-to-end customer journey, every single interaction, including moments when customers feel like they've been let down or when they were surprised and delighted.
When working with CX change agents and leaders, Jeannie focuses on three main macro factors for creating an exceptional customer experience. She explores each in more detail in this episode:
- The vision and the promise of your customer experience
- Empowered employees who feel valued and heard
- Not just listening but acting
Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)
