075: Creating Inclusive Customer Experiences With Jeannie Walters

"How can we design experiences for everybody if we don't really have everybody in that process?" Perfecting your customer experience could be the most important thing you do at the start of the year. And we're making sure you follow all the right steps to do it with ease.  Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is an international keynote speaker and has a TEDx talk all about microinteractions, those small and often-overlooked moments in the customer journey that have a huge impact on customer emotions. She is a Certified Customer Experience Professional (CCXP), a member of the CXPA's CX Expert Panel, and a LinkedIn Learning Instructor. Jeannie was named in the Huffington Post as a "Top 100 Most Social Customer Service Pros on Twitter" and the Online Marketing Institute's "Top 20 Digital Marketing Strategists," and recognized as "One of the Top Customer Experience Influencers To Know" on CX Day. Jeannie has co-hosted the top rated podcast, Crack the Customer Code, since 2015, and is an active writer. You can find her work on CustomerThink, The Future of Customer Engagement and Commerce, and Forbes, as well as in university-level textbooks. Jeannie and her team launched the Year of CX on CX Day 2020. Anyone can sign up for free resources at www.yearofcx.com. Jeannie lives with her husband and 2 growing boys and a spoiled dog, spending her free time cheering on young athletes and choir singers alike, and spoiling the dog. In this episode, Jeannie dives into the importance of knowing your customers so you can find opportunities and relate to them. Tune in to learn how to: Build a customer journey for diversity and inclusion with Jeannie's framework Bring perspective and personal experiences into building exceptional customer journeys Ask yourself the right questions to increase critical thinking around diverse customer experiences Connect with Jeannie at experienceinvestigators.com, yearofcx.com, and on LinkedIn and Twitter.