Jeannie Walters
Chicago
- 430 comments
- 137 likes given
- 213 likes received
Jeannie Walters is The Customer Experience Investigator - evaluating customer experiences for growing organizations to improve retention and loyalty. She is a frequent speaker on topics including social media, employee engagement, customer communications, and more.
Jeanniecw is a moderator of:
@JulieNilson I adore the way the Kindle apps sync up. It's amazing. I also have an older Kindle and was thrilled to move my books over to my iPad and phone. How cool is that!? I have a total combo of devices and can't see moving over completely to any one version.
My latest conversation: How eBay is Unlocking The Customer Journey
@dbvickery Thanks! You know I'm just trying to boost my Klout score by mentioning @dannybrown and @samfiorella! ;-)
My latest conversation: How eBay is Unlocking The Customer Journey
@ryanwynia OH MY GOSH. How did I miss this when you posted? What a great contribution!! I love your "now and how" language here - it reminds me of David Allen's 2 Minute Rule. Intentionality is really what it's all about. And IMHO that has to start with the leadership setting the agenda and reinforcing EVERY DAY.
And I'm so glad you brought up the idea of a champion. That can be a really powerful way to get things done in the right way.
THANK YOU! This is an awesome comment and I feel like I totally missed the boat when you kindly posted it. :) See you soon, I hope!
My latest conversation: How eBay is Unlocking The Customer Journey
@sansu I'm not sure I understand your question exactly, but I'd say with any metrics around loyalty it has to relate back to your business metrics. If your loyalty programs don't produce engagement and then the engagement doesn't produce revenue long-term, something isn't working.
My latest conversation: Operating System Comparison: Special 360Connext Video
I have the S3. TRYING not to upgrade...we'll see how long that lasts. :-)
I get frustrated with what I can't do on Apple sometimes. Videos on mobile don't atest work, etc. But everything does look gorgeous!
Love that phrase!
@theringeffect Thank you! I cherish the visualization you made.
My latest conversation: Satisfaction and Loyalty: New Research
@Elja1op1 Your amazing support means a lot to me. I so appreciate it, because I also know you always tell me the truth! ;-)
My latest conversation: Satisfaction and Loyalty: New Research
@AlliWorthington Coming from you, who I'd classify as Dynamic with a Capital D!, that's an amazing thing to hear. Thank you again. I hope we get more time together IRL soon!
My latest conversation: Satisfaction and Loyalty: New Research
@ChrisBailey Thanks, Chris. I agree it's human nature to over-identify as you put it. I also believe people only give constructive feedback when they CARE enough to do so. It's easy to move on and forget about something that wasn't meaningful. It's only when we care enough about someone or something to say "hey - I think this can be even better." It was a great experience for me, and I hope I continue to learn and grow thanks to helpful people who help me get there!
My latest conversation: Satisfaction and Loyalty: New Research
Great question to pose, Margie. We're all guilty of staying where we are comfortable-whether that's online or off. Getting to know people and then sharing inside jokes, business lingo, or just only topics that apply to us is a good way to exclude others, even when we're not trying to do so. I like your challenge for outside posts and conversations. Like this one! ;-)
My latest conversation: The Gamification of Experience
I have to chime in that it's not just PR. Every industry that deals with, you know, people has to wake up and smell the creativity and new measurement. If you're not on top of it, your competition will be.
My latest conversation: Multi-Channel Experience
@Adam | Customer Experience Love that addition, Adam. Investment is long term and requires vision. If there is no vision, it's day to day and ultimately becomes a reactive culture instead of a proactive one.
@ldiomede1 Thanks, Lisa. Great point about taking risks in those early years and then suddenly becoming risk averse. It seems to happen a lot! The best leaders see that serving customers first pays off long term.
Ugh. This is so tricky, right? I understand the desire to influence, but I also think too many brands are missing the part about listening and engaging with customers. While I'm excited about the new platforms and the promises they hold, I'm hoping marketers don't turn this into a heavy club or bullhorn or engagement and call it influence. Great post, Sam. Cannot WAIT for the book!
My latest conversation: The Work From Home Conundrum
@addzestDougie Oh I like the way you say that - inconsistency is the greatest enemy of trust. SO true. Thanks for adding here!
@adamhclark Wow, Adam, I'm sorry you've been treated that way. I understand being inundated with candidates these days, but your point about the application highlights a lack of thought about the process. You have to think the whole process is sort of nightmare on both sides! Why review two documents as a hiring manager instead of one? And why create tension and bad feelings with someone who wants to be part of the team? You raise some really good points and I hope recruiters and hiring managers pay attention. (Oh, and best of luck in your search! Keep us posted.)
My latest conversation: Customer Centric Culture: From The Inside Out
@AnneReuss Thanks, Anne! It's all the weird stuff that bounces around in my head!