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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
The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation

Customer Experience

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps, is how those investments are not paying off. Traditional organizational... read more

Good Customer Service Etiquette and Saying “It” with Finesse

Good Customer Service Etiquette and Saying “It” with Finesse

Customer Experience

If you can’t say anything nice, don’t say anything at all, right? That’s the lesson we learned as kids. And yet as grown-ups, we sometimes have to say things that... read more

How To Improve Customer Experience: Take Action With These 7 Questions

How To Improve Customer Experience: Take Action With These 7 Questions

Customer Experience

Sometimes popular business speakers make customer experience work look glamorous. What could be more fun than making customers happy? Personalize the experience, provide excellent customer service, and presto: happier customers!... read more

Set It, but Don’t Forget It: Quick Tips for Gathering Feedback

Set It, but Don’t Forget It: Quick Tips for Gathering Feedback

Customer Experience

Most business leaders I talk to agree that gathering feedback from customers is critical. If you haven’t been listening, you’ve missed out on lots of valuable insight, suggestions and signs... read more

5 Traits of Successful Customer Experience Leaders

5 Traits of Successful Customer Experience Leaders

Customer Experience

There are so many great people I’ve had the opportunity to work with. A great deal of them have been clients who were charged with leading customer experience improvement initiatives... read more


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Is Your Mission Customer-Focused, or an Empty Promise?

Is Your Mission Customer-Focused, or an Empty Promise?

Customer Experience

What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have... read more

The Mass Extinction of Loyal Customers

The Mass Extinction of Loyal Customers

Customer Experience

1

Do truly loyal customers actually exist? I argue the answer is no. Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this: The... read more

You Run a VIRTUAL Company? What Does That Mean?

You Run a VIRTUAL Company? What Does That Mean?

Strategy

I’ve been thinking a lot about culture lately. Maybe it’s the employee engagement projects we’ve been working on, maybe it’s the recent #culturecode Slideshare we released, or maybe it’s my... read more

3 Rules for Investing in Good Relationships with Customers

3 Rules for Investing in Good Relationships with Customers

Customer Experience

A good friend of mine once explained why our friendship was so strong. “Relationships are like banks. It works best when you both make deposits. That way, there’s always something... read more

Are Your KPIs Leading You to a Disaster?

Are Your KPIs Leading You to a Disaster?

Business Intelligence

A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then changing the subject or brushing me off completely.... read more

5 White Glove Tests to Maximize Your Customer Retention

5 White Glove Tests to Maximize Your Customer Retention

Customer Experience

1

Nuances can be difficult to see, let alone measure. Is that why business leaders seem to be doing their best to only respond to metrics? So many companies are dependent... read more

5 Most Awful Customer Experience Solutions of All Time

5 Most Awful Customer Experience Solutions of All Time

Customer Experience

After years of studying the ways improving customer experience can help your company increase customer loyalty and retention, I’ve helped correct some of the worst possible solutions you should avoid... read more

Six Ways to Improve Customer Experience Now

Six Ways to Improve Customer Experience Now

Customer Experience

As humans, we often lie to ourselves. At best, it’s a way to show ourselves a little mercy (“It’s OK to skip workouts on vacation!”) and at worst, it’s a... read more

These 5 Errors in Business Communications Could Be Your Downfall

These 5 Errors in Business Communications Could Be Your Downfall

Communications

Customer experience is a lot of things. It’s partially scientific and sometimes artistic, but communication is one of the biggest pieces of the puzzle. Without effective business communications, there can... read more

The Best Company Feedback is the Toughest to Hear

The Best Company Feedback is the Toughest to Hear

Customer Experience

3

Feedback is essential to your business. As an employer, you need to consistently provide feedback to employees to ensure they stay focused, know what their goals are, to recognize them... read more