Customer Experience Investigator™, CEO, Writer, TEDx Speaker
Jeannie Walters, Certified Customer Experience Professional (CCXP)
Like you, Jeannie Walters is one of the leading experts in her field.
What does service really mean? What’s the magic equation to make those we serve feel heard and seen? How do you judge the very human experiences required for a long-term relationship with a physician or healthcare organization?
After nearly 20 years working with the top organizations in many arenas, including healthcare, retail, fitness, financial services, SaaS and others, Jeannie now offers a unique personal experience on what it’s like to be a patient through the eyes of a customer experience pro.
In August, 2014, Jeannie, her husband and their two sons ages 10 and 7 were unexpectedly all patients. After an impaired driver crossed the median on a small highway and collided with their car, Jeannie & her family were suddenly dealing with ambulance transport, trauma centers, hospital admissions and long-term effects. Jeannie is incredibly grateful to say they have recovered, but a little more than a year later took her perspective and shaped it into a powerful keynote talk.
At her patient experience conference debut of this story, her talk was the highest rated and garnered the conference’s only standing ovation. Jeannie, humbled and grateful, realized this was a story that healthcare providers needed to hear.
Jeannie asks deceptively simple but actually difficult questions to help leaders in any organization connect with their customers in powerful ways. In almost 20 years of experience helping companies across industries and around the globe improve loyalty and retention, employee engagement, and overall customer experience, Jeannie challenges the ideas that it just takes “improved customer service” or “moments of delight” to produce real connections. This outside perspective for healthcare means a real-world voice from a powerful patient experience as both a patient herself and as a mom to two boys dealing with healthcare issues of their own.
Jeannie is a global keynote speaker and has a TEDx talk all about microinteractions, those small and often overlooked moments in the customer journey that have a huge impact on perception, especially around healthcare!
Jeannie was delighted to interview Dr. Adrienne Boissy of The Cleveland Clinic – whom she connected with when they both spoke at the Next Generation Patient Experience conference – in a recent special edition episode of Crack the Customer Code, the popular business podcast she co-hosts with customer service expert, Adam Toporek.
Jeannie is also a very active writer and blogger, and you can find her work on Social Media Today, Retail Customer Experience, Yahoo! Small Business, iMedia Connection, Customer Think, and Multichannel Merchant, as well as her own blog at www.360Connext.com.
Jeannie lives with her husband and their 2 growing boys, spending her free time cheering on distracted ball players and building epic Lego creations.
- Next Generation Patient Experience, December 2015
- CONMARC, International Marketing Congress, Medellin, Colombia, September 2015
- Next Generation Customer Experience, 2015, 2014, 2013 (Invited to Return)
- Customer Experience Professionals Association Insight Exchange, 2015, 2014, 2013 (Invited to Return)
- WiSTEM, Women in STEM Entrepreneurs, Invited guest lecturer, 2015
- Content Jam, premier content marketing event, 2015
- CX Summit, 2015
- Customer Experience World, London, England, 2014
- Corporate Events: Disney Movie Club, Biolab, Verizon Wireless, Orangetheory Fitness and others
Jeannie Walters is all about that connection. The connection between you and your customer, your customer and your employees, not to mention your brand and your bottom line. Like building blocks, these all need to snap together and Jeannie specializes in helping forward-thinking companies make that snap. That's why she's the CEO and Chief Customer Experience Investigator™ at 360Connext.
In the 90's Jeannie got her start with a crack team making a big leap: moving insurance into the online world. Since then she's been kicking customer experience booty, specializing in customer engagement, employee engagement, and connections like social media. She focuses on mid-market companies where her efforts can really make a difference.
Investigating the customer experience for the sake of improving it takes an open mind and a thick skin, and not everyone's ready to hear the pain points from the customer's side. It takes a down-to-earth spirit like Jeannie and her crew of investigators. More importantly it takes enlightened leadership willing to examine and invest in the experience in ways their competitors do not. Those that do can reap the benefits of better ROI and retention. Happy customers stay customers longer.
Here’s a sample of what Jeannie can cover:
- What’s going on with your customer experience
- How to isolate issues and determine the patterns that are helping or hurting them
- How to improve the situation with a variety of short and long term actions
- How Social Media can help or hurt your customer experience
- And so much more...
Are you ready?