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Profile: Jeannie Walters

Jeannie Walters  is the Chief Customer Experience Investigator™ and founder of 360Connext, a Chicago-based consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Walters started her career consulting to some of the most prestigious institutions in education, the arts and healthcare to help them launch or improve their fundraising efforts. She later joined Vox, a customer experience consulting firm, and became President and partner by the time she left 12 years later, when she founded 360Connext. Walters has worked with a wide range of organizations, including universities and prep schools, banks and credit unions, technology companies, some of the largest financial services companies in the world and countless entrepreneurs.

Walters is a member of Faith Popcorn’s Talent Bank, a group of experts tapped for trend-setting information and Women Employed. As a member of Vistage International, she was selected by her peers as Member of the Year in 2007. She served as Executive Director of ChicWIT, part of a 25,000+ member women’s business network, and as an appointed member of former Illinois State Treasurer Judy Baar Topinka’s Advisory Board for Women’s Issues. Walters was awarded the Businesswoman of the Year in 2001 by the Business Ledger and as An Outstanding Woman of Achievement in 2002 by the Girl Scouts of America.

Walters now speaks, writes, consults and generally thinks about how the small experiences we have each day – going to the bank, ordering online, tweeting – create the greater experience of our lives. She speaks on topics including employee engagement, social media and communications in corporate environments. She is known for her insightful and entertaining Tedx talk as well as her recent presentations at SOBCon 2013.

Walters lives in Oak Park with her husband Mike and their two young sons. As such, her current hobbies include cheering on distracted t-ball players and building impressive Lego villages.

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Articles by Jeannie Walters
Challenges of Understanding Customer Perception

Challenges of Understanding Customer Perception

Customer Experience

There are many people out there who lack all self-awareness. I’m sure you know the type. Those who loudly blow their noses in fine restaurant dining rooms. The characters who... read more

Lessons in Experience Planning from the Masters

Lessons in Experience Planning from the Masters

Customer Experience

Ask any parent and they’ll tell you that a family vacation is often something that feels anything but relaxing. Traveling with kids can be stressful and parents are never really... read more

4 Prevailing Customer Experience Challenges and How To Confront Them

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer Experience

1

Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. While most companies understand the need for a CFO, most of them do... read more

Your Email Subscriptions Can Destroy Real Connections

Your Email Subscriptions Can Destroy Real Connections

Email Marketing

Email marketers are following terrible advice. This seems to be the case as I keep seeing the same thing over and over and over again. Many of us who make... read more

If You Want REAL Conversation, What’s Wrong With Twitter?

If You Want REAL Conversation, What’s Wrong With Twitter?

In MY day, Twitter was fun Seriously, it was! And it was unlike any other way to communicate. After joining Twitter early in 2008, I quickly began to enjoy meaningful... read more


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4 Engagement Strategies to Diversify Your Customer Experience

4 Engagement Strategies to Diversify Your Customer Experience

Customer Experience

Diversity can be a very tricky thing, especially when we think about how it impacts the customer experience. As soon as you make a declaration like “Our company is diverse!”... read more

Are You Zapping the Power out of Word Of Mouth?

Are You Zapping the Power out of Word Of Mouth?

Marketing

Companies should, and certainly DO take advantage of free or cheap communication channels like blogging, email and social media- mostly because they believe their communication is important. And maybe it... read more

How Your Competitive Advantage Dissolves in Apathy

How Your Competitive Advantage Dissolves in Apathy

Customer Experience

There will always be at least one company you fear. There might always be a juggernaut you are chasing or a start-up nipping at your heels. And although you really... read more

10 Myths Which Persistently Stifle The Truth About Customer Experience

10 Myths Which Persistently Stifle The Truth About Customer Experience

Customer Experience

“Myths are public dreams, dreams are private myths.” Joseph Campbell, the late author and expert on mythology, said this and I agree. We tell ourselves myths to survive. Societies create... read more

The Slow, Simmering Rage of Customers

The Slow, Simmering Rage of Customers

Customer Experience

Customer complaints are at an all-time high. And there are so many ways to really tick off a customer. And so many ways to avoid it. We keep learning about... read more

Ignoring Anecdotal Evidence? Your Customer Experience Will Suffer

Ignoring Anecdotal Evidence? Your Customer Experience Will Suffer

Customer Experience

A brave new approach to data I recently met with a corporate executive and the conversation was very refreshing for many reasons. He was 100% honest. He explained how tough... read more

Destructive Leadership Practices: Is Your CEO in Denial?

Destructive Leadership Practices: Is Your CEO in Denial?

Leadership

We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company.... read more

The #1 Rule for Scaling Your Business Without Alienating Customers

The #1 Rule for Scaling Your Business Without Alienating Customers

Customer Experience

Operating your business and scaling your business are two separate ideas, believe it or not. It’s easy to get caught up in the daily routine of operating the business. Much... read more

Losing Customers Graciously: Why The Possessive Ex Can’t Get Another Date

Losing Customers Graciously: Why The Possessive Ex Can’t Get Another Date

Customer Experience

Everyone’s had a bad breakup Remember that old romance that started off strong and then ended with rage and disgust? You know the one that always makes you roll your... read more

Customer Experience ROI: Why Not Investing can Sabotage Your Success

Customer Experience ROI: Why Not Investing can Sabotage Your Success

Customer Experience

Here’s something sort of funny. Whenever I speak to a group or lead a workshop, a few people approach me. These are individuals who pull me aside and say things... read more