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/Jeannie Walters

About Jeannie Walters

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So far Jeannie Walters has created 21 blog entries.

378: The Phrase That Kills CX

In this episode of Crack the Customer Code, Jeannie delivers some great insight and advice about improving customer experience. Every company has an established process when it comes to dealing with customers. When it comes to changing that process, there is often resistance alongside the attitude of “It’s always been done this way.” This phrase [...]

By | July 16th, 2019|episodes|0 Comments

377: Karen Jaw-Madson, Design of Work Experience

About Karen Jaw-Madson Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen developed, led, and implemented numerous organizational initiatives around the globe. Today, this East Coast transplant to Silicon Valley (via Ireland [...]

By | July 9th, 2019|episodes|0 Comments

376: 5 Steps to Close the Loop with Customers

In this solo episode of Crack the Customer Code, Adam will talk to you about Closing the Loop with Customers, an essential part of offering the best customer experience – something you most certainly want to have with your customers. It goes for any industry or organization, so make sure you follow the steps. Each [...]

By | July 2nd, 2019|episodes|0 Comments

375: Leena Rinne, A Fellow Code Cracker

About Leena Rinne Leena Rinne is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and create organizational greatness. Leena has a master’s degree in economics from the University of Utah. She is the coauthor of The Wall Street [...]

By | June 25th, 2019|episodes|0 Comments

374: What’s More Personal: Twitter or a Phone Call?

In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations are well thought out and more personalized than reading a script on a direct call. Whereas on the 'for phone [...]

By | June 18th, 2019|episodes|0 Comments

373: Barry Kirk, A Framework for Customer Loyalty

About Barry Kirk Barry is a 15-year marketing consultant specializing in customer loyalty and retention. He is the creator of the The Multi-Loyalty Framework for human engagement and a frequent speaker on the idea that “Consumers are human beings first.” Barry currently serves as the VP of Strategy for Maritz Loyalty, where he guides brands [...]

By | June 11th, 2019|episodes|0 Comments

372: Are Experience Rewards the New Loyalty Programs?

Loyalty programs could be changing and shifting to experience based rewards. As an example, Reebok, recently purchased by Adidas, is trying a loyalty program called Unlock. This is a point system, partnering with fitness organizations and brands, giving members more access to events and experiences, instead of discounts. This could well be what loyalty programs [...]

By | June 4th, 2019|episodes|0 Comments

371: Louis Carter, Emotional Connectedness

About Louis Carter Louis Carter, CEO and president of Best Practice Institute, a benchmark research consortium association and management consulting firm that helps organizations and C-Suite Senior executives achieve their market strategy through talent and change management joins our dynamic duo to talk about the importance of being emotionally connected. In this episode, you'll learn: [...]

By | May 28th, 2019|episodes|0 Comments

370: How Delta Airlines Encourages Direct Employee Appreciation

Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great way for customers to really think about the service being provided and be acknowledged for it. Aside from the pat on the [...]

By | May 21st, 2019|episodes|0 Comments

369: Jeff Gothelf, Thinking About Design

About Jeff Gothelf Jeff Gothelf is the Principal of gothelf.co He helps organizations build better products, and executives build the cultures that build better products. Jeff is the co-author of the award-winning book, Lean UX and the Harvard Business Review Press book, Sense & Respond. Starting off as a software designer, Jeff now works as [...]

By | May 14th, 2019|episodes|0 Comments