Illinois 60301
Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm helping companies increase sales and customer retention through elevated customer experiences.
Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered the leading authority for improving both employee and customer relationships.
Jeannie is a charter member of the Customer Experience Professionals Association, having worked with numerous Fortune 500 companies including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase; an educator whose LinkedIn Learning courses have been watched by more than 500,000 learners; a Certified Speaking Professional and a Professional Member of the National Speakers Association, speaking to tens of thousands of people across three continents.
In recent years, customer expectations have evolved significantly, impacting not only B2C but also B2B sectors. It is crucial for businesses to align with what truly matters to their customers in their daily lives.
In B2B environments, there’s often a strong focus on logic and numerical data. However, it’s important to remember that we’re dealing with individuals. We must prioritize making their lives easier, enhancing their decision-making processes, and boosting their confidence and reassurance. This is particularly vital as overall confidence and trust in business decisions have declined in recent years.
To address these challenges, we must consider three key themes:
Empathy
Innovation
Simplicity
Empathy involves understanding and addressing customer concerns genuinely. Innovation, now driven by customer experience, requires us to leverage insights from customer feedback to stay ahead of competitors. Finally, making processes simple ensures that we are not just easy to do business with but are also facilitating smoother, more confident decision-making for our customers.
Jeannie Walters, CCXP, CSP will inspire and motivate your organization in this interactive, fun keynote. We will get hands-on with how we can better meet changing customer expectations and maintain a competitive edge in the market.
Takeaways:
Empathy is Essential in B2B Relationships:
Understand and prioritize what truly matters to your customers in their daily lives.
Focus on making their lives easier and boosting their confidence, as trust in business decisions has declined.
Innovation Must be Experience-Driven:
Leverage insights from customer feedback to stay ahead of competitors.
Recognize that recent disruptions in the market have been driven by customer experience, not just product features.
Simplicity Enhances Customer Confidence:
Ensure that your business processes are straightforward and customer-friendly.
Facilitate smoother decision-making for your customers, making it easy for them to engage and do business with you.
- Keynotes
- Workshops
- Virtual Presentations
- Breakouts
- Thought Leader
- Influencer
- LinkedIn Courses