In this week’s episode of the SIMPLE brand podcast, I talk with Jeannie Walters.Jeannie’s an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators - a firm helping companies increase sales and customer retention through elevated customer experiences. And she’s the host of the Experience Action podcast.From the importance of creating and instilling a Customer Experience Mission to approaching your customer journey map as a verb, and not a noun - Jeannie and I discuss the right ways to help you and your team demystify the process for improving your customer experience.Some of the topics we discuss include:How to create fewer ruined days for customersWhat customers expect from brands todayUnderstanding a customer’s journey helps you know what they want at each interactionCustomer journey mapping is a verb, not a nounHow to use “micro-mapping” to truly understand customers along each interactionIf you recognize a poor interaction across the customer journey, there’s no need to validate it with dataA CX mission statement empowers your employees to know exactly how to deliver on your brand’s promiseA focus on customer experience helps create a better employee experienceRESOURCES FROM THIS EPISODE:Jeannie’s siteJeannie’s podcast - Experience ActionLeave your question for Jeannie to answer on the Experience Action podcast hereJeannie on LinkedIn