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Jeannie Walters

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CEO, 360Connext

70 points

I've consulted for more than 15 years to leading companies in the insurance, financial services, software (Saas), retail and banking industries. My specialties are online experience, social media, speaking and training, and employee engagement. I'm also a speaker and writer.

April 27, 2012

Jeannie Walters and 7 other people answered this question at this roundtable

Social Media and Content Marketing For Business Q&A [4/24 @ 11 am]

How do you get CEO and C-Suite to not just buy-in to social content, but participate?

Some C-level personalities are better suited to this than others. It's ok to respect that. Ask them to participate by asking questions and getting feedback - not just pushing the corporate message. Also, tie it to real business results.
Recently, this information came out about ... more

Content Marketing

Aug. 12, 2011

Jeannie Walters and 2 other people answered this question

What are your favorite Twitter chats and why?

I have found a few favorite Twitter chats I try to attend as often as possible.
1. #CXO - Customer Experience Optimization chat - hosted by Vivisimo_Inc but a well-organized discussion about customer experience best practices with guest hosts and excellent minds. (Mondays at 12 pm ... more

April 27, 2011

Jeannie Walters and 3 other people answered this question

What are the steps for developing a 'Voice of the Customer' program?

Caty, I would suggest first determining the goals of the program. The goals range from extremely marketing focused (let's get more renewals!) to extremely qualitative (we want our customers to like us more!)
Once the goal is determined, it's essential to understand what metrics are used ... more

Customer Service

Customer Experience Management

Service Programs

Jan. 31, 2011

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Dec. 27, 2010

Jeannie Walters recommends this answer by Bob Etherington

What has more impact on your business bad word-of-mouth or good word-of-mouth?

Yes I agree with the previous posts.
But it is also interesting to note that research shows that a customer who has had a problem with your company which you have fixed to their entire satisfaction tends to be more loyal than a customer who has ... more

Customer Service

Word of Mouth Marketing

Dec. 20, 2010

Jeannie Walters and 6 other people answered this question

Customer Service Trends: What are the top trends to watch for in 2011?

1. Mobile Influence - Retailers and others (restaurants, hotels) will use mobile more and more to connect with customers in an individual way. Need a salesperson in a big box store? You might get to text someone to have them sent right over! Mobile will ... more

Customer Service

Customer Experience

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