I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions.
A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit sign, or a voicemail message.
Yet, these moments, while seemingly small, can have a big impact on the customer’s experience.
In this brief video, Jeannie shines a light on some of the ways organizations can focus on and improve their microinteractions, pointing out, for instance, that many organizations are missing small opportunities to connect with customers through social media customer service.
Make sure to check out Jeannie’s insights in the video below.
To learn more about Jeannie, check out her bio beneath the video.
Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador and a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker.
She’s passionate about making the everyday interactions we all have as customers better and writes, speaks, studies and trains on customer experience issues around the world. She’s worked with Verizon Wireless, Allstate, Bath and Body Works, Orangetheory Fitness, Citrix and many others.
Her mission is “To Create Fewer Ruined Days for Customers.”
Make sure to check out Jeannie’s company and blog, 360Connext, and of course, you can hear her discuss customer experience, customer service, and other topics with me and an incredible assortment of guests each week on the Crack the Customer Code podcast.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.