How To Sell Customer Experience, Not Customer Service

Nov 27, 2024

Jeannie Walters, an award-winning customer experience expert and founder of Experience Investigators, dives into the vital distinction between customer experience and customer service. She discusses the importance of shaping the entire customer journey and emphasizes a proactive mindset. Jeannie highlights how generational differences impact expectations and the urgent need for businesses to adapt to these shifts. Moreover, she underscores the critical role of speed in responses, sharing anecdotes that reveal how perceptions of 'soon' can vary widely.

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Intro

00:00 • 2min

Crafting Exceptional Customer Experiences

01:37 • 8min

Navigating Generational Differences in Customer Expectations

09:59 • 4min

The Importance of Speed in Customer Experience Expectations

13:46 • 2min

Managing Customer Experience Expectations

15:49 • 8min

In this episode of the Duct Tape Marketing Podcast, I had the pleasure of interviewing Jeannie Walters.

Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that helps companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Walters is the leading authority for improving employee and customer relationships.

Walters is a founding member of the Customer Experience Professionals Association and a trusted advisor to numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase. As an educator, her LinkedIn Learning courses have inspired over 500,000 learners worldwide. A Certified Speaking Professional and proud Professional Member of the National Speakers Association, Jeannie has captivated audiences of tens of thousands across three continents with her expertise and insights.

In this episode, we discuss the importance of understanding and improving customer experience—not service, experience! We also discuss the relationship between customer experience and marketing, the role of technology, generational differences in customer expectations, the significance of speed (how soon is "soon"?), and the necessity of building a customer-centric culture. Jeannie emphasizes the need for organizations to adopt a mindset focused on customer experience, implement effective strategies, and continuously test and adapt their approaches based on feedback.

More About Jeannie Walters:

Check out Jeannie Walters' Website
Connect with Jeannie Walters on LinkedIn

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