Social media usually hangs out with marketing, but business happens where customers are. And that’s where social media meets the customer experience. Jeannie Walters, a recognized customer experience thought leader, is here to give us her expert perspective. Listen and download Growing Social Now on your favorite podcast app.
Barbara and Jeannie first met around 2005. A few years later, they were founding members of the Social Media Club Chicago board.
Listen in as Jeannie walks us through:
– How social media changed CX [the customer experience]
– New technologies and platforms that allow for a better understanding of the customer
– Why customer journey mapping still helps
– How to access a year of Customer Experience insights
Get ready to elevate your customer experience on social media – and beyond!
How Social Media Impacts Your Customer Experience with Jeannie Walters CCXP
About our Guest, Jeannie Walters, CEO/Founder of Experience Investigators™
Jeannie Walters is the CEO/Founder of Experience Investigators™ by 360Connext, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Listen and download Growing Social Now on your favorite podcast app.
Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association [NSA] and the NSA Illinois Chapter president, a Forbes Coaches Council Member, a C-Suite Network Advisor, a LinkedIn Learning and Lynda.com instructor, and a TEDx speaker.
She was named one of the Huffington Post’s “Top 100 Most Social Customer Service Pros on Twitter,” Tenfold’s “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry, and her TEDx talk about micromoments, those small and often overlooked moments in the customer journey that matter, is one of Customer Thermometer’s “Best TED Talks on Customer Retention Ideas.”
Since 2014, Jeannie and her co-host Adam Toporek have been attacking today’s biggest Customer Experience problems on the Crack the Customer Code podcast, which is one of CallMiner’s “50 Must-Listen Podcasts on Customer Experience from Industry Experts and Influencers.”
Jeannie is also a very active writer and blogger, and you can find her work on Social Media Today, Retail Customer Experience, CallidusCloud CX, Customer Think, and in Pearson college textbooks.
She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world. Her mission is “To Create Fewer Ruined Days for Customers™.”
Jeannie lives with her husband, two growing boys, and a somewhat spoiled dog. She spends her free time cheering at youth sports events and choir concerts and spoiling the dog.
Humans are emotional, messy, brilliant, irrational, and constantly evolving. And they’re your customers. Our proprietary Customer Experience Investigation™ process serves mid-market and larger companies to bring back emotional feedback from customers and employees, evaluate the in and outs of the customer journey, and what your customers get ticked off about and expect from you. Customer expectations (and how to exceed them) are harder to figure out unless you bring in a third-party for an outside-in perspective. There is one catch, though. Customer Experience Investigation™ by 360Connext is for enlightened leaders that are willing to peel back the layers off everything – employees, processes, customers and more – and are ready to find out the good and the bad. But there are long-term solutions. Leaders just have to be prepared to hear the truth. If you’re up for that, you can expect results like: • Increased renewal and loyalty from current customers • Improved engagement from employees • Better usability and traction in online experiences including social media • Clear understanding of customer wants and needs Subscribing, working with us or even just hanging out with us will enable you to isolate issues, improve your customer’s sentiment and loyalty toward you, and gain insight from a third party outside-in view. Give us a shout if you need to get to the heart of the matter!
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- social media customer service
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- digital marketing
- digital strategy podcast
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- barbara rozgonyi
- customer experience
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- digital customer experience