Magical Customer Experiences Are Not Magic At All.
What is it? How do we help our clients with it? And why should you care? Customer Experience Investigation™ is not for the faint of heart.
Is your growing company experiencing growing pains?
Companies growing beyond the organic experience they first delivered get caught between what was and what’s to come. They have layers of employees, processes and customers. Suddenly, they’ve lost touch with what’s really happening.
Is your leadership enlightened enough to hear the truth?
Examining your customer experience for the sake of improving it requires a thick skin and a desire to hear the truth. Not all leaders can do this. Not all organizations have cultures that support this. It takes a special organization and leadership so focused on customers they’re willing to invest in the experience in ways their competitors are not.
Have you gotten to the heart of the matter?
Sometimes we hear from business executives who know there’s an issue in a particular area of their company. For example, they know they should be achieving more online conversions, or they realize there is a pattern of complaints about their customer service representatives.
So they call 360Connext. And we help them figure out:
- What’s really going on?
- How to isolate the issues and determine what patterns are helping or hurting them.
- How to improve the situation with specific, short- and long-term actions to result in higher conversion rates, better word-of-mouth marketing, increased renewal rates, and more.
We work with enlightened leaders who understand their current brand experience isn’t what they want for their customers. We help them evaluate what the true experience is and take the necessary actions to improve it.
Founder & CEO Jeannie Walters, The Customer Experience Investigator™
Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a Chicago-based consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.
Walters started her career consulting to some of the most prestigious institutions in education, the arts and healthcare to help them launch or improve their fundraising efforts. She later joined Vox, a customer experience consulting firm, and became President and partner by the time she left 12 years later, when she founded 360Connext. Walters has worked with a wide range of organizations, including universities and prep schools, banks and credit unions, technology companies, some of the largest financial services companies in the world and countless entrepreneurs.
Walters is a member of Faith Popcorn’s Talent Bank, a group of experts tapped for trend-setting information and Women Employed. As a member of Vistage International, she was selected by her peers as Member of the Year in 2007. She served as Executive Director of ChicWIT, part of a 25,000+ member women’s business network, and as an appointed member of former Illinois State Treasurer Judy Baar Topinka’s Advisory Board for Women’s Issues. Walters was awarded the Businesswoman of the Year in 2001 by the Business Ledger and as An Outstanding Woman of Achievement in 2002 by the Girl Scouts of America.
Walters now speaks, writes, consults and generally thinks about how the small experiences we have each day – going to the bank, ordering online, tweeting – create the greater experience of our lives. She speaks on topics including employee engagement, social media and communications in corporate environments.
Walters lives in Oak Park with her husband Mike and their two young sons. As such, her current hobbies include cheering on distracted t-ball players and building impressive Lego villages.