Bästa Jeannie Walters podcaster (2024)

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Prioritize the Right Things 17:05

5d ago17:05

17:05

Ever felt like you're juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals. By …

1
The Power of Openness and Honesty with Ken Bogard and Grace Gavin 54:33

4d ago54:33

54:33

In this episode of the Better Leadership Team Show, I chat with Ken Bogart and Grace Gavin, co-founders of Know Honesty, about the power of openness and honesty in leadership and communication. We explore their six practices for fostering genuine dialogue, including breaking down communication barriers, embracing vulnerability, and using their Purs…

1
CX Pulse Check - October 2024 31:59

12d ago31:59

31:59

This is your October CX Pulse Check. Once a month, we check in to find out what's happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the …

1
From Adversity to Advantage with John Register 54:08

11d ago54:08

54:08

In this episode of the Better Leadership Team Show, I sit down with John Register, a decorated Persian Gulf war veteran, Paralympic silver medalist, and a true leader in turning adversity into an advantage. John shares his remarkable journey from experiencing a life-changing accident to becoming a global influencer and leadership coach. We explore …

1
Small Business CX Advantages 12:23

19d ago12:23

12:23

Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive cu…

1
The New and Improved Human Resources Function 25:59

19d ago25:59

25:59

In this episode of Mike on the Mic, I dive into the crucial role Human Resources plays in driving profit growth by focusing on people growth. HR has traditionally been seen as a tactical function, but it's time to reimagine it as a strategic powerhouse that can truly impact an organization's success. I discuss the importance of redefining HR, perha…

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Insights from Overwhelming Data 11:39

26d ago11:39

11:39

What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We ta…

1
How to Be a Master Convincer with Adele Gambardella and Chip Massey 50:40

26d ago50:40

50:40

On this episode of the Better Leadership Team Show, I sit down with the dynamic duo Adele Gambardella and Chip Massey. They are two accomplished professionals with diverse backgrounds and a shared mission. Adele, recognized as a prominent figure in the PR world, brings over 20 years of expertise, serving as a spokesperson for Fortune 100 companies …

1
First 100 Days as a CX Leader 15:12

1M ago15:12

15:12

Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to…

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How to Facilitate an Annual Planning Retreat 39:43

1M ago39:43

39:43

In this Mike on the Mic episode, I share my insights on facilitating an effective annual planning retreat. I'll guide you through the essential steps to align your leadership team on key priorities, foster deep collaboration, and set the strategic direction for the upcoming year. We’ll discuss common pitfalls to avoid, necessary pre-work, and how t…

1
CX Pulse Check - September 2024 27:02

1M ago27:02

27:02

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what's happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profou…

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Transform Your Business With Open Book Management Featuring Rich Armstrong 50:25

1M ago50:25

50:25

In this episode of The Better Leadership Team Show, I dive into the transformative power of open book management with Rich Armstrong, a Senior Coach at The Great Game of Business, Inc. SRC Holdings Corporation. He has more than 33 years of experience in improving business performance and employee engagement through open-book management (OBM) and em…

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Synergy with CX, EX, UX 17:08

2M ago17:08

17:08

Ever wondered how the intricacies of customer, employee, and user experiences are woven together to create a seamless shopping journey? On this episode of Experience Action, we unpack the delicate balance between CX, EX, and UX, demonstrating how each element influences the other and ultimately shapes your brand's success. We'll dive into the essen…

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How to Reduce Workplace Drama with Robyn Hatcher 50:23

2M ago50:23

50:23

In this episode of the Better Leadership Team Show, I sit down with Robyn Hatcher, a communication and leadership professional speaker and owner of the boutique consultancy SpeakEtc. As a former actor & soap opera writer, she once got paid to create drama, now she works with leaders from Fortune 500 companies, human services organizations and notew…

1
Countdown to CX Day 12:26

2M ago12:26

12:26

How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization's unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting t…

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Building a Customer-Centric Culture with Dan Gingiss 48:32

2M ago48:32

48:32

In this episode of The Better Leadership Team Show, I dive deep into building a customer-centric culture with Dan Gingiss, an international keynote speaker and customer experience expert who believes that a remarkable experience is your best competitive advantage. His 20-year professional career included leadership positions at McDonald’s, Discover…

1
Turning Negative Touchpoints into Positive Ones 12:12

2M ago12:12

12:12

Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand's promise into…

1
How to Structure Your Leadership Team 38:13

2M ago38:13

38:13

In this Mike on the Mic episode, I dive deep into the strategies and tools you need to build a successful leadership team. I discuss why it's crucial to proactively structure your leadership team before problems arise. I'll share common pitfalls and the difference between accountability and responsibility and introduce two powerful tools: the Funct…

1
So Many Improvements! Where to Start? 12:21

2M ago12:21

12:21

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization's core goals. By mapping out the custome…

1
11 Actions for High Performers 20:53

2M ago20:53

20:53

In this episode of Mike on the Mic, I explore why many leaders tend to over-invest in low performers and under-invest in high performers despite the latter group having the most potential for growth. Emphasizing the importance of focusing on high performers and I’ll offer 11 actionable steps to better engage and retain these valuable team members. …

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CX Pulse Check - August 2024 28:15

3M ago28:15

28:15

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate…

1
Setting Clear Expectations 34:47

3M ago34:47

34:47

In this Mike on the Mic episode, I dive deep into the importance of setting clear expectations within your organization. Learn why unclear expectations often lead to unacceptable results and discover practical strategies to establish measurable and actionable goals. I explore the difference between productivity and performance, the significance of …

1
Getting Leaders to CARE about CX 20:54

3M ago20:54

20:54

Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a comp…

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Employee Stock Ownership Plans with Jeremy Huish 41:20

3M ago41:20

41:20

In this episode of the Better Leadership team Show, I chat with Jeremy Huish, VP at Corporate Transition Consulting, about the benefits of Employee Stock Ownership Plans (ESOPs). Jeremy shares his journey from tax attorney to ESOP advocate, explaining how ESOPs benefit business owners, companies, and employees. Jeremy Huish started his career as a …

1
Customer Service or Customer Experience 18:50

3M ago18:50

18:50

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it's so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about cus…

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Creating a Destination Workplace with Betsy-Allen Manning 46:53

3M ago46:53

46:53

In this episode of The Better Leadership Team Show, I dive into the art of creating a destination workplace with the incredible Betsy Allen Manning. Featured on major networks such as Fox, CBS, ABC, NBC, and TEDx, Betsy is an internationally recognized leadership speaker, best-selling author, and company culture expert. As the owner of Destination …

1
AI in the Employee Experience 20:21

3M ago20:21

20:21

Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from former Crack the Customer Code podcast partner and current friend Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharp…

1
Ground Rules for Leadership Teams 28:56

3M ago28:56

28:56

In this Mike on the Mic episode, I dive into the essential ground rules that every leadership team should follow to foster a productive, collaborative, and high-performing organization. Learn how to enhance your team's decision-making, debate skills, and relationships through six key principles: Brutal Honesty No Shame, No Blame Disagree and Commit…

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CX Pulse Check - July 2024 28:38

3M ago28:38

28:38

We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll il…

1
Selling Your Business with Sunny Vanderbeck 54:50

3M ago54:50

54:50

In this episode of the Better Leadership Team Show, we dive into the key ideas and insights from the author of the book 'Selling Without Selling Out,' exploring strategies and principles for effective and ethical sales. Sunny Vanderbeck began his leadership journey as a Section Leader of the 2nd Ranger Battalion (U.S. Special Operations Command), w…

1
The ROI of Team Happiness with Tia Graham 39:41

4M ago39:41

39:41

In this episode of The Better Leadership Team Show, I chat with Tia Graham, a dynamic keynote speaker, bestselling author, and expert in positive psychology and leadership. We dive deep into the importance of psychological safety in leadership, how to define and cultivate happiness at work, and Tia’s "Happy Leader Methodology." Tia shares insightfu…

1
Cybersecurity and CX 23:45

4M ago23:45

23:45

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disru…

1
Giving and Receiving Powerful Feedback with Treena Huang 39:12

4M ago39:12

39:12

Treena Huang is an expert in transforming team cultures towards higher performance and trust. As a highly sought after coach, Treena's unique Live 360 Feedback approach trains the skills necessary to communicate with both candor and kindness. Before becoming a leadership coach, Treena served as a UN official, working in high-stakes political settin…

1
Management or CX Consulting? 10:11

4M ago10:11

10:11

Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on bro…

1
Targets, KPIs, Priorities…I’m Confused! 30:38

4M ago30:38

30:38

On this Mike on the Mic episode, I’ll be breaking down the chaos of distinguishing the differences between targets, KPIs, and priorities. I explore how vague terminology often leads to confusion within teams, especially leadership teams, impacting overall organizational clarity. I’ll help tackle the pitfalls of using amorphous language when discuss…

1
Cross-Functional Communication 15:24

4M ago15:24

15:24

Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how t…

1
Emotional Intelligence and Business Outcomes with Meg Poag 39:27

4M ago39:27

39:27

In this episode of the Better Leadership Team Show, I speak with Meg Poag. She stands at the intersection of leadership excellence and transformative consultancy. A best-selling author of “The Adversity Hack,” Meg is a visionary known both locally and nationally for her passion and prowess in empowering leaders. Her goal? Drive change, produce rema…

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CX Pulse Check - June 2024 23:30

5M ago23:30

23:30

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are …

1
Improving Your Leadership Team – Where Do You Start? 30:45

5M ago30:45

30:45

In this Mike on the Mic episode, I go into the key characteristics of a phenomenal company, and I'll take a deep dive into how you can assess your team's performance against these benchmarks. But that's not all; I'll also zero in on actionable steps. Even if your team is excelling, constant improvement is vital. To guide us, we'll use a comprehensi…

1
Setting Clear and Actionable Customer Experience Goals 16:22

5M ago16:22

16:22

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objective…

1
The Planning and Communication Rhythm-2 27:18

5M ago27:18

27:18

In this Mike on the Mic episode, I dive into the art of unlocking team success through three key disciplines: Measuring What Matters, Aligning Around Priorities, and the Planning and Communication Rhythm. Using the human body as a metaphor, I explore how these disciplines are as vital to your team's success as the nervous and digestive systems are …

1
Sharing Feedback with Everyone 15:41

5M ago15:41

15:41

Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's…

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The Leader-Leader Approach with L. David Marquet 51:59

5M ago51:59

51:59

In today's episode of the Better Leadership Team Show, I welcome David Marquet. He is a former US submarine force commander who transformed the USS Santa Fe from worst to first by empowering his crew. Marquet's revolutionary leadership approach, which treats crew members as leaders rather than followers, led to the highest retention and operational…

1
Gaining Frontline Buy-In 9:29

5M ago9:29

9:29

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinp…

1
You can't lead a great team if you can't lead yourself 28:14

5M ago28:14

28:14

In this MIke on the Mic episode, I will take you on a deep personal journey through the highs and lows of my life and leadership. I’ll dive into the foundational role self-leadership in personal and professional development. Key Highlights: - Discover why self-leadership is the cornerstone of team and business success. - Learn how personal challeng…

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CX Pulse Check - April/May 2024 7:24

6M ago7:24

7:24

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. W…

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Self-Leadership for Leaders with Cait Donovan & Owen Fitzpatrick 53:52

6M ago53:52

53:52

In today's episode of the Better Leadership Team Show, I'm thrilled to have two amazing friends, Cait Donovan and Owen Fitzpatrick, back on the show. We dive deep into the crucial topic of self-care for leaders, discussing how it can significantly impact team dynamics, stress management, and overall success in today's fast-paced world. Our conversa…

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Elevating the Event Venue Experience 12:23

6M ago12:23

12:23

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right…

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The 5 Roles of a CEO 22:30

6M ago22:30

22:30

In this Mike on the Mic episode, I dive into an enlightening discussion about the transformative journey of a CEO. I outline five pivotal roles that a CEO must embrace: the Visionary, creating and sharing a compelling vision for the company's future; the Ambassador, shaping the company culture internally and representing the company's interests ext…

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Strategically Addressing Low-Volume Customer Concerns 11:30

6M ago11:30

11:30

"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?" Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique c…

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Jeannie Walters podcaster

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