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Jeannie Walters

Jeannie Walters

360Connext
Jeannie Walters, a customer experience consultant with more than 15 years of experience serving mid-market and Fortune 500 companies, specializes in developing social media strategy, improving face-to-face and online experiences to improve customer retention, cross-sales and transactions - in short, bottom-line results. She is a Social Media Club of Chicago board member and a member of Faith Popcorn's Talent Bank, was a Vistage Member of the Year and is known for her presentations at Tedx and SOBCon 2013.
  • 0 comments 151 reads
    Posted on 2013-05-24

    Things Your Employees CraveOne of today’s most important trends in business is to utilize mobile in order to go where our customers are. We don’t tell them what medium to use. We adapt our efforts to reach out where they like to be. But what about letting your employees thrive in an environment best for them?

    When looking at your company’s bottom line, don’t focus solely on your product or service offering. Your employees are your biggest asset. The people who make it all happen are responsible for driving your company forward and are...

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    Posted on 2013-05-22

    My sister remembers when the “fancy” mall opened in our hometown. She and my mom would dress up to go. By the time I was ready to hang out at the mall, I trudged from one store to the next in jeans or even (oh goodness) sweat pants. After the novelty wore off, customers came as they were – on their own terms. No amount of well-polished marble could compensate for the need to rush into the mall to grab something on the way home from a babysitting gig. My “customer buying behavior” was far from fancy, even though the mall wanted me to believe otherwise.

    customer buying behaviorThese last few decades have been dominated with the introduction of technology into the shopping experience. Online shopping helped customers find the things they needed from the comfort...

  • 0 comments 196 reads
    Posted on 2013-05-20

    It’s challenging to find your customers, but it probably shouldn’t be, right? I mean, you create a product and find a market and there you go. Business 101.

    Today, however, it’s more challenging than it’s ever been. Your customers are living on their terms, not yours. They are doing their best to avoid your direct marketing and advertising. They are living their lives with or without you.

    Something I stress to clients is how no customer will ever be as obsessed with your brand as you are! They are carrying on and fitting your brand into their lives.

    find your mobile customerToday, consider how and where your customers might be interacting with your company. Take, for instance, the demand for mobile apps. When...

  • 0 comments 468 reads
    Posted on 2013-05-17

    CXPA 2013 MIEBen Hart, Senior Director of Customer Loyalty at Rackspace, was the Keynote Speaker for the Customer Experience Professionals Association (CXPA). Rackspace is a $1.3 Billion hosting company that is the # 1 specialist in the hosting and cloud computing industry. They serve 60% of the Fortune 100. They’ve been in the Top 100 Best Places to Work for the last four years and they’re fanatical about customer experience.

  • 0 comments 233 reads
    Posted on 2013-05-15

    CXPA

    During the Customer Experience Professionals Association (CXPA) Member Insights Exchange, one of the breakout sessions was a presentation by Brian Bolten, Vice President/Director, Engagement Strategy of True Action, an Ebay company. The focus: how to create personalized journeys by understanding customers’ behavior more. In this session we learned a lot about how eBay is unlocking the customer journey.

    Understanding the eBay customer experience journey (CEJ) is a multi-layered process. They represented the journey through maps directed at key stakeholders and audiences. For example, the CMO received a high-level, marketing focused...

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    Posted on 2013-05-09

    Today, Maritz will be announcing the results from a comprehensive study into U.S. consumer loyalty programs. The study, the first released by Maritz, aims to help explore the motivations of brand loyalty across six key industries: financial services, entertainment, retail programs, hospitality, grocery, and airlines. Thanks to early access to the findings and an interview with Scott Robinson and Bob Macdonald from Maritz, I thought I’d share interesting findings which may help organizations navigate the shifting landscape of customer satisfaction and loyalty.

    ...

  • 0 comments 121 reads
    Posted on 2013-05-08

    I had the honor of speaking at SOBCon conference for entrepreneurs hosted by Terry “Starbucker” St. Marie and Liz Strauss this weekend. The theme of the event this year was the “Customer-Centered Business” and each speaker was asked to focus on one area. What makes SOBCon a very different type of event is how each session is led by a speaker and then the attendees get to put theory into practice right away.SONCon 2013

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    Posted on 2013-05-06

    How many meetings have you sat in recently where the term “gamification” has come up? It’s often waved in front of an executive as either a magic elixir or a battle cry. Gamification, it is stated, is the answer to engaging customers.

    I like the idea of gamification…in theory. In its simplest definition, it is creating an action and reward system for members of your community. Humans like games because we get some immediate gratification. The gamification of experience, however, leads to some odd “rewards” for those who play.Gamification

  • 0 comments 305 reads
    Posted on 2013-05-03

    With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty.

    Monster Loyalty

    Now available at Amazon.com

    In her new book, Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics, author...

  • 0 comments 151 reads
    Posted on 2013-05-01

    Is it multi-channel or omnichannel? That is the question. In this ever changing and speediest of worlds, we are tweeting from our phones, planning playdates on our tablets, and presenting via webcams on our laptops. Your customers are using whatever device they have in the moment. Multi-device is so prevalent, it’s difficult to tell the Mac lovers from the Droids.

    800px-Hakozaki_Junction_-_06How do you best serve customers when they are jumping from device to device while posting on your Facebook wall and calling your customer service line at the same time? What are their expectations from channel to channel? What about the old-fashioned ways of storefronts and face-to-face? Do...