Experience Action – Details, episodes & analysis

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/)

We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors.

Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch. You'll also hear compelling stories from GitLab and the St. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

Don't miss this insightful conversation packed with actionable takeaways!

About David Sakamoto:
David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing the delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations.

He led the global customer success organization at GitLab, scaling the business from $50M to over $650M quarterly run rate and supporting a successful IPO with a net dollar retention of over 152%. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support). Other experiences include CITTIO (early-stage startup), Genentech, Yahoo, and SGI. David holds a bachelor’s degree in Industrial Engineering from California Polytechnic State University, San Luis Obispo.

Follow David on...
LinkedIn at linkedin.com/in/dsakamoto/
X/Twitter at x.com/hapapower
Instagram at instagram.com/hapapower/

Articles Mentioned:
The State of AI in Fashion (Glossy) -- glossy.co/sponsored/the-state-of-ai-in-fashion/
Customer Success Software Market looks to expand its size in Overseas Market (OpenPR) -- openpr.com/news/3546083/customer-success-software-market-looks-to-expand-its-size
Focus on core values improves comp disability outcomes: Risk manager (Business Insurance) -- businessinsurance.com/article/20240507/NEWS06/912364304/Focus-on-core-values-improves-comp-disability-outcomes-Risk-manager

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/)

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur. Hear about adapting Voice of the Customer surveys to gather meaningful feedback without directly addressing sensitive incidents, and understand the importance of segmenting these surveys to better manage various stages of the customer journey.

But it doesn't stop there. Discover how strategic, proactive communication can make a world of difference, especially for high-value customers. From executive outreach to enhancing support channels and training staff in empathy—this episode is packed with actionable strategies to navigate and mitigate the impacts of cyber crises. Tune in for tips to turn a potential customer experience nightmare into an opportunity for strengthened loyalty and trust.

Resources Mentioned:
Learn more about CXI Flight School™ -- cxiflightschool.com
Experience Investigators Website -- experienceinvestigators.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/)

Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on broad business strategies and operational efficiencies, while customer experience consulting is all about enhancing those crucial customer interactions that drive business success. We’ll explore tools like service blueprinting and dive deep into the strategic trade-offs that can directly impact customer retention and satisfaction, ultimately boosting your overall business performance.

Your dedication to customer advocacy isn't just appreciated; it's crucial for driving your organization forward. We're grateful for your participation and engagement and eagerly await your next questions as we continue to refine our approach to making customer experience not just a priority but a cornerstone of your business success. Thank you for being a pivotal part of this journey.

Resources Mentioned:
Customer​​ Service Blueprinting [LinkedIn Learning Course] -- bit.ly/lilblueprint
Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Website -- experienceinvestigators.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/)

Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how to tackle the challenges faced by cross-functional teams, the significance of setting clear goals, and the power of a customer experience charter document. Discover how productive meetings can be the catalyst for collaboration, accountability, and a stronger connection to your organization's bigger picture.

Resources Mentioned:
CX Charter Guidebook -- bit.ly/cxcharter
CX Meeting Agenda & Guidebook -- bit.ly/cxagenda
Experience Investigators Learning Center -- experienceinvestigators.com/learning-center/
Watch the video version of this episode on YouTube -- youtube.com/@jeanniewalters

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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/)

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development.

Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware. Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. We’ll delve into the importance of multi-sensory cues in public spaces, making environments like airports more inclusive for everyone.

In another captivating segment, we highlight Starbucks' operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link.

Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Join us for an episode packed with practical strategies and inspiring stories that show the transformative power of genuine care in business.

Articles Mentioned:
Apple's next accessibility features let you control your iPhone and iPad with just your eyes (TechRadar)
40 minutes for Starbucks coffee? Customers and workers are steaming (The Seattle Times)
How Aflac built a customer-centric business culture (CX Dive)

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/)

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives. By the end of this episode, you'll know more about aligning your goals with organizational strategies, fostering cohesive efforts across teams, and creating long-term value for both your customers and your business.

Tune in to find out how you can get involved and make a tangible impact in the world of customer experience.

Resources Mentioned:
Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Learning Center -- experienceinvestigators.com/learning-center/
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/)

Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's listener question sparked a deep dive into the nuances of internal communication and resistance management.

We explore the art of balancing critique with praise and the importance of recognizing the efforts of those who contribute to positive customer experiences. Learn how to leverage key performance indicators to shine a light on success and maintain ongoing communication that keeps teams engaged and invested in customer experience initiatives. This episode is packed with practical advice for building coalitions, inspiring action, and transforming potential setbacks into opportunities for growth and celebration within your organization.

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

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your customer relationships.

This episode is a goldmine of practical solutions, from the power of clear communication to the magic of recognizing small victories. Jeannie shares how to debunk myths within the workplace and inspire innovation among your employees. Get ready to transform your customer experience mission from mere words into actions that resonate throughout every layer of your company culture. So, tune in, take notes, and let's start building that momentum together!

Resources Mentioned:
Download the free CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Download the free CX Success Statement Workbook -- bit.ly/cx-success-workbook
Experience Investigators Website -- experienceinvestigators.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/)