How To Sell Customer Experience, Not Customer Service

The Duct Tape Marketing Podcast

In this episode of the Duct Tape Marketing Podcast, I had the pleasure of interviewing Jeannie Walters.

Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that helps companies increase sales and customer retention through elevated customer experiences.

Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Walters is the leading authority for improving employee and customer relationships.

Walters is a founding member of the Customer Experience Professionals Association and a trusted advisor to numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase. As an educator, her LinkedIn Learning courses have inspired over 500,000 learners worldwide. A Certified Speaking Professional and proud Professional Member of the National Speakers Association, Jeannie has captivated audiences of tens of thousands across three continents with her expertise and insights.

In this episode, we discuss the importance of understanding and improving customer experience—not service, experience! We also discuss the relationship between customer experience and marketing, the role of technology, generational differences in customer expectations, the significance of speed (how soon is "soon"?), and the necessity of building a customer-centric culture. Jeannie emphasizes the need for organizations to adopt a mindset focused on customer experience, implement effective strategies, and continuously test and adapt their approaches based on feedback.

More About Jeannie Walters:

• Check out Jeannie Walters' Website
• Connect with Jeannie Walters on LinkedIn

Rate, Review, & Follow on Apple Podcasts

If you liked this episode, please rate and review the show. Click HERE - scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then, let us know what you loved most about the episode.

Connect with John Jantsch on LinkedIn!

Are you stuck trying to figure out your marketing strategy? Get Your Free AI Prompts To Build A Marketing Strategy HERE.

This episode of the Duct Tape Marketing Podcast is brought to you by Oracle

Nobody does data better than Oracle. Train your AI models at twice the speed and less than half of the cost of other clouds. If you want to do more and spend less, take a free test drive at Oracle.