Experience Investigators

November is Gratitude Month: Let's Celebrate the CX Change Agents! As we focus on gratitude this month, I'm reminded of the incredible impact that a strong customer experience (CX) can have—not just on our customers, but on our employees and entire organizations. When CX is done well, it truly is a win-win-win. It creates loyal customers, motivated employees, and thriving businesses. But none of this happens without the dedication of CX change agents—those leaders who are passionate about driving meaningful experiences and making our world better, one interaction at a time. To all of you who are out there leading your teams, advocating for better customer journeys, and pushing for excellence in every touchpoint, I want to say thank you. Your work is vital, and it really, really does matter. 💕 Gratitude is a powerful force, and as we reflect on the impact we make in CX, let's not forget to thank the people around us—customers, employees, colleagues—who help make that win-win-win possible. Thank you for being part of this journey with me and for making a difference, not just in business, but in the lives of others. #GratitudeMonth #CustomerExperience #CXChangeAgents #AttitudeOfGratitude #WinWinWin #ThankYou

What spooks you the most during Halloween? For Jeannie Walters, CCXP, CSP of Experience Investigators, it was Barry. Barry was trying his best to provide Jeannie with a great customer experience during a trip to this furniture store where she was shopping. "Barry ignored how his hovering, intrusive and creepy pursuit of us might make us feel. He wasn't interested in reading the signs of our behavior or connecting with what we really needed, which was space. He was actively on the hunt of a sale that day with total disregard for our upfront explanation of where we were in our customer journey." If you want to educate your team on how to not come off as creepy, then be sure to read Jeannie's blog as she reviews tips on balancing the sales process and the customer journey:  https://lnkd.in/eiXD3mBi We would love to hear any frightening customer experience stories you have this Halloween. #CustomerExperience #CustomerJourney #RetailExperience #CustomerService #HalloweenStories #CustomerFeedback #Halloween #SalesTraining #SpookyStories #CustomerServiceTips #RetailTips #CX

We love hearing feedback like this! 🥰 If you're looking for a team that will partner with you to drive CX success, Experience Investigators is here to help! From actionable insights to innovative strategies, we deliver results that matter. Let's work together to elevate your customer experience! #CustomerExperience #CXInnovation #PartnerWithUs #ExperienceInvestigators

Customer experience and customer service fulfill fundamentally different yet complementary needs. It's important to have both represented in your organizational strategy and aligning the two is a guaranteed way to supercharge your success. https://lnkd.in/gBfvEzDm \#customerexperience \#customerservice \#CX \#organization \#workplace \#success

Do you have questions about customer experience? I have answers! 🎙 I'm here to answer them on the Experience Action Podcast! Whether you're curious about customer journey mapping, CX strategies, or creating memorable experiences, now's your chance to ask. Drop your questions here https://lnkd.in/gk34bK_G and tune in to https://lnkd.in/gsj5U2aM to get expert insights and actionable advice. Let's solve your CX challenges together! 🤩 #CXQuestions #ExperienceActionPodcast #AskJeannie #CustomerExperience #CX

Every business leader should absolutely care about customer service, but they need to care about customer experience as well. Going LIVE now -- Join the Experience Investigators community and Jeannie Walters as we discuss strategies to drive customer loyalty by intentionally balancing both areas. We'll have a live Q&A session after the presentation, so stick around and bring your questions! If you can't make it live, there will be a replay available at the same link after the session. https://lnkd.in/gdBr5Q39

Some organizations today have someone with a title including "customer experience" as part of their role, but here's the issue: They're often not reporting directly to the CEO, and they're given the title without the authority to make real change. This creates barriers that prevent the organization from fully embracing the power of Customer Experience. And then there's the classic trap—when organizations say, "CX is everybody's job," it often ends up being nobody's job. If no one has clear accountability, who drives the changes that truly matter to customers? What does this mean? Who's accountable? Without defined ownership, CX efforts easily become scattered, with no clear strategy or leadership behind them. That's why many leading companies are recognizing the value of a CX Center of Excellence. This approach offers a centralized place, a centralized team that deeply understands CX and drives customer-focused initiatives across departments. It brings everyone together under a unified vision and ensures the entire organization is aligned with delivering the best possible experience. Alternatively, having a Standalone CX Department led by a Chief Customer Officer can be equally powerful. This gives CX a seat at the leadership table, ensuring customer experience is not only part of the conversation but leading the conversation. With a CCO who has real authority, organizations can make real change in the customer journey—from insights to action. Whether it's through a standalone department or a CX Center of Excellence, having a dedicated team that understands and champions CX is vital. What this team does is extremely important—they're the ones pushing for the strategic changes that will delight customers, increase retention, and grow your business. At the end of the day, CX leadership is about driving meaningful change, and those changes are what make a difference in the customer journey. Is your CX leadership structured to drive success?

Customer experience \(CX\) and customer service fulfill fundamentally different yet complementary needs. It's important to have both represented in your organizational strategy. Join Jeannie Walters and the Experience Investigators community on Linkedin Live this Friday at 9 am PT / Noon ET / 5 pm BST for a talk about what separates customer service and customer experience and their similarities. We'll explore some proven strategies to drive customer loyalty by intentionally balancing both areas. We'll have a live Q&A session after the presentation, so bring your questions about customer service or CX. https://lnkd.in/gdBr5Q39

I'm excited to share my new LinkedIn Learning course, The CX Value Chain: Linking Customer Experience to Business Outcomes! In this course, I explore how CX drives real business results and how you can create a CX strategy that aligns with your organization's goals. Ready to make a measurable impact with your customer experience efforts? Join me on this learning journey and discover the powerful connection between CX and success! Check it out here: The CX Value Chain Course, https://lnkd.in/gqyjxpyn #CustomerExperience #CXStrategy #BusinessOutcomes #LinkedInLearning

Without leaders who truly buy into the value that CX efforts bring, it's easy for Customer Experience to be seen as a "nice to have" rather than a business driver. One of the biggest challenges we face is gaining leadership support. 🎯 We need leaders who support us. If they don't recognize how CX fuels business growth, we miss the chance to build teams, gain resources, and make the critical changes our customers need. To get this buy-in, it's crucial to connect to the business "why". Leaders care about outcomes—revenue, cost reduction, and growth. We must confidently align CX initiatives with these business goals to secure the support needed to engage with customers and improve their journeys. But what if you're the only one pushing for change in your organization? 🌟 If you're that one individual change agent, it starts with you—but it doesn't end with you. Every CX revolution begins with someone like you. It can feel daunting, but keep going! Build coalitions, rally your peers, and keep connecting CX to the outcomes your leaders care about. 💡 The road to CX success starts with one step forward. Are you ready to take yours? We can help! Send us a message and we can help you determine which next step is right for you. Let's make it count! #CustomerExperience #CXLeadership #ChangeAgent #BusinessGrowth #CustomerJourney #LeadershipBuyIn #CX