How to Create a Proactive Customer Experience with Jeannie Walters

The Better Leadership Team Show

Jeannie Walters, CCXP is 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. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie wants business leaders to see customer experience as a winning mindset, strategy, and discipline for all organizations. In this conversation, we speak about the many tactics to improve your organization and team skills. Jeannie highlights the significance of team and organizational alignment, distinguishing between customer service and customer experience, and the importance of truly understanding customers' thoughts and feelings without making assumptions, hence creating a loyal and consistent customer roster.

https://www.experienceinvestigators.com

https://www.instagram.com/jeanniewalters

https://www.linkedin.com/in/jeanniewalters/

Thanks for listening! Connect with us at mike-goldman.com/blog and on Instagram@mikegoldmancoach and on YouTube @Mikegoldmancoach

Chapter

1. How to Create a Proactive Customer Experience with Jeannie Walters (00:00:00)

2. The Importance of Strategic Alignment (00:02:37)

3. What Is CCXP? (00:03:07)

4. Customer Service VS. Customer Experience (00:06:55)

5. Customer Experience Strategy (00:13:55)

6. Pros and Cons of the Net Promoter Score (00:21:59)

7. Bridging the Gap: Sales and Operations (00:26:01)

8. Driving Business Improvement: The Need for Change (00:29:57)

9. Understanding Your Audience: Creating Customer Personas (00:32:14)

10. Strategic Reorganization: A Blueprint for Success (00:36:34)

11. Conducting an Effective Mapping Workshop (00:38:19)