User Experience
Feedback Is Great, Even When It Sucks!
September 9th, 2010 by Jeannie Walters

Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.

Why I’m Adding Customer Experience to SXSW
August 11th, 2010 by Jeannie Walters

There was one topic – close to my heart – that I was missing. You guessed it – Customer Experience.
How can you discuss search engine marketing, user experience and new media techniques if you forget about the customer?

Don’t Throw Out the User Experience Baby with the Usability Bathwater
July 21st, 2010 by Jeannie Walters

Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?

Why Communication is a HUGE part of Experience
April 28th, 2010 by Jeannie Walters

Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.

What I’m Looking for at SXSW Interactive
March 12th, 2010 by Jeannie Walters

There’s a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. While parties are fun, I’m going to seek out a few things specifically. Here are my top 5. Please let me know if there are things I shouldn’t miss or if you’ll be there, too! Sessions start today, [...]

Overcoming the Overwhelm
January 28th, 2010 by Jeannie Walters

Last week, the talented Valeria Maltoni delivered an outstanding blog post on customer experience, titled Customer Experience More Important Than Ever. I commented there to describe what I think is the biggest challenge of any customer experience endeavor – overcoming the overwhelm. And this got me thinking. How do you, as the change agent you [...]

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