Experience Action

• No One Cares About Your CX Metrics—Let's Fix That

  Customer experience pros often face a common challenge: robust metrics like NPS or CSAT fall flat outside the CX team. Why? Because other departments don't see how those numbers connect to their goals.This episode explores how to bridge that gap by translating CX data into the language of IT, Operations, and Finance. It's not about dumbing down the data. It's about building context. When CX metrics highlight inefficiencies or opportunities for cross-functional wins, they become powerful tools for collaboration.You'll hear how to align CX insights with departmental priorities so the data speaks to what each team cares about most. We also explore using behavioral and operational data, like service calls, churn rates, or purchase frequency, to demonstrate real business impact. Plus, we introduce the Customer Experience Success Blueprint, a framework designed to help CX initiatives integrate seamlessly with broader organizational goals.Want your CX initiatives to gain real traction? Start by making the metrics matter to everyone.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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• Customer-centric? Or just talk?

  What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You’ll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint.Jeannie explains why true customer focus requires more than good intentions. It’s about mindset, strategy, and accountability—measured by outcomes, not slogans.Ask yourself this powerful question: If you noticed something broken in your customer experience today, would you feel empowered to fix it? Your answer reveals volumes about your organization's commitment to being truly customer-centric.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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• Surprise, Delight, or Just Get It Right?

  Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins.Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality and care.You’ll also learn how to build an “emotional bank account” that pays off during service hiccups, and why small, intentional improvements can be more impactful than chasing viral wow moments. Think TSA’s surprisingly fun social media presence as inspiration.Tune in to rethink what really drives customer trust—and how your brand can strike the right balance between consistency and creativity.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comWhat Are Micromoments & Why Are They So Important? -- https://experienceinvestigators.com/customer-journey-maps/tedx-jeannie-walters/Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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• CX Pulse Check - July 2025

  When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.They take a hard look at American Airlines’ new customer experience advisory board—and the surprising lack of actual customers at the table. Marcus shares why involving real travelers is essential to driving meaningful change, especially as competitors like Delta and United prioritize more customer-focused strategies.The discussion also explores the evolving role of AI in hospitality. While automation and personalization technologies open new doors, Marcus and Jeannie stress that technology should complement—not replace—genuine human connections. Through personal stories, they highlight how small, thoughtful gestures can leave a lasting impact.Rounding out the episode, they examine United Airlines’ new airport arrival policy and what it reveals about communication gaps and the overall customer journey. Whether you work in CX or simply love to travel, you’ll walk away with fresh insights on balancing efficiency, innovation, and the timeless value of human touchpoints.About Marcus Story:Marcus brings nearly 20 years of experience managing and delivering exceptional customer and guest experiences across hospitality and service industries.Marcus, who has been a Delaware North team member for 13 years, is the leader of the company’s global customer experience strategy and platform, called GuestPath®. Before Delaware North, Marcus honed his customer experience expertise at well-known organizations like Walt Disney Parks and Resorts and InterContinental Hotels Group.Aside from his direct experience, Marcus has earned certifications as a Certified Customer Experience Professional (via the Customer Experience Professionals Association) and Lean Six Sigma Green Belt. He attended California State University, Sacramento, where he earned a Bachelor of Arts in Communication Studies, and holds a Master of Science in Hospitality Management from California State University, Long Beach.Follow Marcus on...LinkedIn: https://www.linkedin.com/in/marcusstory/Articles Mentioned:- American Airlines names members of new Customer Experience Advisory Board (American Airlines Newsroom) -- https://news.aa.com/news/news-details/2025/American-Airlines-names-members-of-new-Customer-Experience-Advisory-Board-MKG-OTH-06/default.aspx- How AI-powered CX strategies can better meet guest expectations (Hotel Dive) -- https://www.hoteldive.com/news/artificial-intelligence-cx-strategies-hotel-guest/749477/- United Passengers Are Required to Check In Earlier Starting June 3 (Condé Nast Traveler) -- https://www.cntraveler.com/story/united-airlines-check-in-time-changeResources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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• Getting Other Leaders On Board with CX

  Why do so many customer experience initiatives fail to gain traction? Often, the challenge isn't the strategy itself, but how we build bridges with skeptical leaders.CX leadership requires empathy, strategy, and communication. Stepping into a CX role means asking colleagues to embrace change, which can feel like added pressure. The most successful CX leaders recognize this challenge and approach it with empathy, connecting the dots between customer satisfaction and departmental goals—whether that’s showing finance how retention boosts revenue or demonstrating to operations how journey improvements reduce costs.Effective CX leaders also make abstract ideas tangible through tools like journey mapping, customer feedback videos, and direct quotes. These bring the customer experience to life, helping leaders understand how their decisions affect the customer. By inviting participation early, you turn resistance into collaboration.Customer experience is a commitment, not a department. As your initiatives grow, position yourself as a bridge—helping others see how CX can align with their goals—and watch them adopt customer-focused projects on their own.Curious about where to focus your CX leadership efforts? Visit cxicompass.com to answer 11 simple questions and receive personalized guidance on your next steps. Your journey to organizational alignment starts with understanding that change happens with people, not to them.Resources Mentioned:Experience Investigators Website -- https://experienceinvestigators.comUltimate Guide to Customer Journey Maps -- https://experienceinvestigators.com/ultimate-guide-to-customer-journey-maps/CX Success Statement Workbook -- https://bit.ly/cx-success-workbookTake the CXI Compass™ assessment -- http://cxicompass.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

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