The customer experience often feels like a series of accidental encounters, but Jeannie Walters argues it is actually the ultimate competitive lever. With over twenty years of experience helping brands like JPMorgan Chase and SAP, she moves beyond vague buzzwords to show how leaders can intentionally design every moment of the journey. Her new book reveals why experience is the only sustainable way to boost revenue and outpace the competition in a crowded market.
What You’ll Learn in This Episode
- How to move beyond vague buzzwords to intentionally design every moment of the customer journey
- The three-part framework for success that combines mindset with strategy and discipline
- Why the biggest myth in regulated industries is that you can’t innovate the experience
- How to identify micro-moments to proactively reduce customer anxiety and build trust
- The secret to balancing high-tech AI tools with a necessary sense of humanity
Episode Chapters
- (00:00) Intro
- (01:10) Moving beyond the fear of experience being everything
- (03:19) Why nice is not a strategy
- (05:33) Aligning the brand promise with the customer mission
- (09:19) Disrupting the status quo in regulated industries
- (15:20) Finding the micro-moments that matter
- (20:01) Designing for emotional highs and lows
- (23:39) Managing empathy as a finite resource
- (28:11) Where to connect with Jeannie
About Jeannie Walters
Jeannie Walters, CCXP, CSP, is a certified customer experience expert, CEO of Experience Investigators, and an international keynote speaker with over 20 years of impact across industries ranging from healthcare to hospitality. She has led transformative efforts for global brands like JPMorgan Chase and SAP and has reached over half a million learners through her LinkedIn Learning courses. Jeannie is the author of the book Experience Is Everything, where she reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage.
What Brand Has Made Jeannie Smile Recently?
Costco recently caught Jeannie’s attention not just for their consistent warehouse experience, but for their proactive approach to the housing crisis in California. By building apartments directly on top of a new warehouse location, they are investing in the literal foundation of their community, creating a virtuous cycle of loyalty that extends far beyond the checkout line.
Resources & Links
- Connect with Jeannie on LinkedIn and her website, Experience Investigators.
- Check out her new book, Experience Is Everything.
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Until next week, I’ll see you on the Internet!
