Content

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early

On this podcast with Jeannie Walters, we discuss:

• CX Definition: truly understand what is happening throughout the customer’s journey
• Enlighten leaders view CX as a way to do business, develop a strategy not a set of tactics like doing a journey map
• Understand all interactions that leave impressions
• What are interactions: every conversation, every time you connect, company website, mobile app, etc.
• Does experience meet the expectations coming into the interactions with a brand
• Treat CX as a mindset and discipline of doing business
• Meaningful mindful moments, don’t tack on CX
• Plan for customer issues that may arise
• Bridge the transition from sales to services, address handoff in structured way
• Emotion drives decisions, need a great experience throughout to advance
• Don’t design for digital and non-digital customers differently, treat the same
• Younger buyers view digital as personal and part of life
• Need to address experience of staff that connect with customers
• Important to tell vendors “In the moment” how experience is going
• Don’t wait for after the buy to perform a survey, engage early