Experience Action

What's going on right now in Customer Experience (CX)? We're doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You'll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more. Fasten your seat belts!
We've brought in a special guest to add richness to this conversation: Experience Investigators' Director of Business Development, Paige.
In this episode, you'll hear real-life examples from Mcdonald's, Taco Bell, Chick-fil-A, Chipotle, and Portillo's, specifically how they're all revving up their drive-through models. We'll also take an exciting trek into the strategy of Lego's adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon's latest offering - end-to-end supply chain management.
This is the new age of customer experience, and we don’t want anyone to be left behind. Let's turn ideas into action!
Resources Mentioned:
Join the Waitlist for the CXI® Flight School -- cxiflightschool.com
Article: Is Customer Experience Worth It? And How Much Should You Invest? -- experienceinvestigators.com/take-action/customer-experience-value/
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 on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks. We examine the power of prioritization in addressing persistent issues and underscore the value of viewing criticism as an opportunity for improvement rather than a personal affront.
But the conversation doesn't end there. We dive deeper into the steps you can take to handle negative feedback in a way that not only provides a solution but also enhances the overall customer experience. We emphasize the importance of respectful acknowledgment, an authentic apology, clear communication about resolution efforts, offering compensation, and demonstrating commitment through follow-up. Learn how negative feedback can be a catalyst for process improvements, employee training, and product enhancements. As we wrap up, we explore the profound impact of a mindset shift, and how establishing the right strategy and tools can lead to an optimum customer experience. Tune in and gain valuable insights to better understand your customers, their experiences, and how to turn criticism into positive change.
Resources Mentioned:
CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
Learn more about CXI® Flight School -- cxiflightschool.com
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 on LinkedIn! www.linkedin.com/in/jeanniewalters/)

This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from.
In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company.
We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year. We also delve into language tactics businesses employ, such as using terms like "inflation-free options" to entice shoppers.
Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences. We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. The conversation expands to the power of understanding people and media narratives, with discussions on trends like "FridgeScaping" and viral challenges.
About Rohit Bhargava:
Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the 3-time Wall Street Journal and USA Today bestselling author of ten books and is widely considered one of the most entertaining and original speakers on trends, innovation and marketing in the world. Rohit has been invited to deliver “non-boring” keynotes and workshops in 32 countries around the world to change the way teams and leaders think at the World Bank, NASA, Intel, LinkedIn, MetLife, Under Armour, Univision, Disney and hundreds of other well-known organizations. Prior to becoming an entrepreneur and founding the Non-Obvious Company and Ideapress Publishing, he spent 15 years leading marketing strategy at Ogilvy and Leo Burnett where he advised global brands on human behavior, marketing and storytelling. Outside his speaking and consulting, Rohit has taught persuasive speaking and global marketing as an adjunct professor at Georgetown University, is frequently quoted in the global media and writes a monthly column on non-obvious ideas for Inc magazine. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. He loves the Olympics (he’s been to five!) and actively hates cauliflower.
Follow Rohit on...
LinkedIn: https://www.linkedin.com/in/rohitbhargava
X/Twitter: https://twitter.com/rohitbhargava
Facebook: https://www.facebook.com/rohitmarketingauthor
Articles Mentioned:
Walmart kicks holiday season off early (Retail Customer Experience)
The Art Market Is Tanking. Sotheby’s Has Even Bigger Problems. (The Wall Street Journal)
The Scrub Daddy Sponge Has a Cult Following. But Is It Better Than This Wirecutter Favorite? (The New York Times: Wirecutter)
Fridgescaping is everywhere. But is it safe? (The Washington Post)
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/)

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership's committed involvement and its ripple effect on a company's success. You'll gain strategic insights on fostering this commitment, from establishing 'Customer Days' for direct interaction to integrating customer feedback into the business strategy.
Prepare to be equipped with practical advice, as you hear about the importance of continuous education and training to prevent customer experience from fading into the realm of corporate jargon. Jeannie shares stories and strategies that will empower your team to bring forth ideas that enhance the customer journey and ensure these suggestions are woven into the very fabric of your organization's objectives. Whether you're at the helm of the C-suite or on the front lines of management, this episode is brimming with actionable guidance to help you champion a customer-first ethos that reverberates through every facet of your company. Tune in and let's move from talk to action in creating exceptional customer experiences.
Resources Mentioned:
Jeannie’s LinkedIn Learning Courses -- bit.ly/jeannie-lil
CX Charter Guidebook -- bit.ly/cxcharter
CX Meeting Agenda & Guidebook -- bit.ly/cxagenda
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 on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By identifying the root causes of customer issues, like unfulfilled promises affecting contract renewals, we can make more informed decisions that benefit both the organization and its customers. Uncover the power of a solid customer experience strategy success statement that clarifies what success truly looks like and where your investments will yield the highest returns.
Transform your approach to customer experience by finding new strategies to create meaningful interactions that elevate customer value and align with your organizational priorities.
Resources Mentioned:
Experience Investigators Learning Center -- experienceinvestigators.com
CX Success Statement Workbook -- bit.ly/cx-success-workbook
Take the CXI® Compass assessment -- CXICompass.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/)