SIMPLE brand With Matt Lyles Jeannie Walters - You Need a Customer Experience Mission
May 31, 2023
37:07
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