Shows
Experience ActionCX Pulse Check - August 2025What's happening in CX today? In this episode, we'll explore the gap between CX ambition and execution. Camille Kremer, Senior Director of Customer Experience at Holiday Inn Club Vacations, joins Jeannie Walters for this CX Pulse Check to share how her team built a comprehensive CX program over five years—drawing on the powerful metaphor of bamboo growth: years of unseen root work before visible success emerges.With only 17% of executives confident in their CX delivery, despite nearly half calling it a top priority, we unpack what it takes to bridge that divide. Camille walks us through ho...2025-08-0531 min
True Grime Stories40: Why Bigger Can Be Easier. Having a Future-Ready Mindset with Karen Hamilton“It gets easier when you're bigger, not harder”. - Karen Hamilton
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving,
Episode Summary: In this empowering episode of True Grime Stories, host Jeannie Henderson sits down with Karen Hamilton, founder of Pristine House Cleaning, to ex...2025-07-2939 minTrue Grime Stories39: The Real Reasons Employees Quit—and How Jeannie Henderson Fixed It“Your team can only thrive and be passionate about what they do when they can see the positive impact of their work in the lives of others”. - Jeannie Henderson
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving,
Episode Summary: In this heart...2025-07-2226 minTrue Grime Stories38: The Power of Trust: How Keely Graves Grew by Empowering Her Team"Every milestone you meet creates a whole new challenge. But if you have the right people in the right seats, and a strong support system—you can overcome anything." — Keely Graves
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie.
Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning busi...2025-07-1533 min
Experience ActionCX Pulse Check - July 2025When half a billion customers interact with your service each year, you gain rare insight into what truly drives—or destroys—customer loyalty. In this CX Pulse Check, Jeannie welcomes Marcus Story, Corporate Director of Customer Experience and Social Customer Care at Delaware North, for a candid conversation about the state of travel and hospitality during the busy summer season.They take a hard look at American Airlines’ new customer experience advisory board—and the surprising lack of actual customers at the table. Marcus shares why involving real travelers is essential to driving meaningful change, especially as competit...2025-07-0826 minTrue Grime StoriesNo Experience? No Problem—How Tetiana Kolcheva Built Her Thriving Business "Your team cannot grow unless you grow. So don’t be afraid to slow down, build the foundations, and stay rooted to your values. Culture is everything." — Tetiana Kolcheva
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie.Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary: What happens when a...2025-07-0135 min
The Strategic Bookkeeper PodcastThe Strategic Bookkeeper - EP121 - How to Vibe with AI in Your Bookkeeping Practice with Arthur Zards🚨 Only 8% of people are using AI effectively – are you one of them?Most bookkeepers and accountants are either dabbling, overwhelmed… or stuck in fear when it comes to AI. But this week on The Strategic Bookkeeper Podcast, Jeannie shares something that will change that.🔥Join Jeannie as she sits down with Arthur Zards – founder of TEDxNaperville, Lab Z, and longtime tech entrepreneur – to help you vibe with AI, instead of fighting it.Arthur makes AI practical and accessible – especially for service-based businesses like yours. When Jeannie first heard him speak at an AI Summit, it radic...2025-06-2647 min
Experience ActionCX Pulse Check - June 2025What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.In this CX Pulse Check, John Garrett, author of What's Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to pr...2025-06-0331 minTrue Grime Stories32: Afraid to Overhire? Donny Minchillo Explains Why You Should“Without taking action, nothing happens”. - Donny Minchillo
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary: In this powerful episode of True Grime Stories, Jeannie Henderson sits down with Donny Minchillo, founder of Joy of Cl...2025-06-0337 minTrue Grime Stories31: Stop Doing It All: Jenn Tangeman on Finding Joy Through Delegation“I needed to choose between having a job and having a business.” - Jenn Tangeman
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary: In this episode of True Grime Stories, Jeannie sits down with Jenn Tangeman, founder of Cl...2025-05-2733 min
Experience ActionCX in the Public SectorWhat happens when customer experience principles meet public service? Jeannie Walters answers a thoughtful question and explores how government agencies and public institutions can create exceptional citizen experiences despite not being driven by traditional profit motives.The conversation begins with reimagining success metrics beyond customer acquisition and retention. For public sector organizations, value creation takes different forms—like operational efficiencies, higher compliance rates, and broader service accessibility. Jeannie explains how connecting back to purpose through an experience mission statement creates the foundation for meaningful improvements that align with public good.Journey mapping emerges as a po...2025-05-1316 min
Experience ActionCX Pulse Check - May 2025Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, f...2025-05-0633 minTrue Grime Stories27: Get Unstuck & Grow: Jesica Noftz’s Breakthrough on Cleaning Team Leadership“Really get okay with being uncomfortable.” - Jesica Noftz
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving,
Episode Summary: Hi, I’m Jeannie, and in this episode of True Grime Stories, Jesica shares how she transformed her cleaning business by stepping out of the...2025-04-2931 minTrue Grime Stories26: Amy Smith’s Rise from Solopreneur to CEO in the Cleaning World“If you're a solo cleaner, there's no reason for it. Learn how to build a business.” - Amy Smith
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
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Episode Summary: Hey everyone, I’m Jeannie Henderson, and in...2025-04-2234 min
Experience ActionCX Pulse Check - April 2025It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it...2025-04-0830 minTrue Grime Stories23: Stop Doing It All! Pamela Brewington on Delegation for Business Success“It was very important when I understood that I was the bottleneck of my business.” - Pamela Brewington
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
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Episode Summary: In this episode of True Grime Stories, Jeann...2025-04-0138 min
Experience ActionEvent Planning and CXThe magic of attending a truly exceptional event stays with us long after we've returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences.Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or budget. We start with seemingly small touches that make significant impacts - from double-sided name tags that don't flip around to clear wayfinding...2025-03-2518 min
Experience ActionCX Pulse Check - March 2025Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients.In this episode, they discuss:A patient satisfaction scoring storyline that provoked strong reactions on HBO's new medical drama "The Pitt"Lush's bold decision to abandon social media platforms, discovering surprising connections to how healthcare has traditionally built communitiesModern healthcare designs that must consider patients, families, staff, and operational functionality...2025-03-1129 min
Experience ActionCX Pulse Check - February 2025It's time for another CX Pulse Check. We're thrilled to have Dr. Amy Climer, a leading expert in creativity and innovation, sharing her insights. Together, we explore tech advancements that are transforming customer experiences and creating new challenges. We look at how we can navigate the fine line between innovation and distraction as technology evolves, offering a fresh perspective on capturing consumer attention amidst fragmented media consumption. We also delve into the intricacies of consumer data privacy, considering AI as a tool for empowering consumers to manage their data. Tune in for a thought-provoking exploration of the t...2025-02-1131 min
Experience ActionCX Pulse Check - January 2025It's time for the first CX Pulse Check of 2025. Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident. The discussion emphasizes the need for empathy, proactive engagement, and a comprehensive understanding of customer journeys to foster loyalty in a competitive market. Through fascinating examples and anecdotes, they highlight how blending digital tools with the human touch is crucial in orchestrating a seamless and superior customer experience.2025-01-2129 minTrue Grime Stories11: Setting Boundaries for Business Growth with Pam & Todd Northcutt"You can teach anyone to clean, but you can't teach someone how to be a good person or how to fit into a team. That's what makes the difference." – Pam Northcutt
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Sum...2025-01-0730 minTrue Grime Stories10: Embracing Change with Amy & Rhydon Mays: The Impact of a Mindset Shift.“Every morning when my feet hit the floor I'm just so excited to work on my business and not in it” - Rhydon Mays
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary:
In today’s episode...2024-12-3034 minTrue Grime Stories5: Build a Thriving Business by Valuing Your Employees with Suzi Virgilio"It’s so rewarding to pay your employees what they're worth." - Suzi Virgilio
Sign up for a FREE call with Jeannie. Click the link here: https://debbiesardone.com/coachjeannie. Ready to turn your grime story into a success story? Get a free strategy session with CBF Coach Jeannie Henderson and learn about how Cleaning Business Fundamentals will give you the proven strategies you need to grow a thriving, profitable cleaning business.
Episode Summary: In this episode of "True Grime Stories," Jeannie welcomes Suzi Virgilio, the founder of HTD Cle...2024-11-2627 min
Experience ActionFirst 100 Days as a CX LeaderDo you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization's unique CX landscape, from identifying quick wins to building long-term visions that align with your company's mission and values.Tune in as we uncover approaches for successful CX leadership, including the importance of stakeholder perspectives and using tools like journey maps to pinpoint areas for immediate improvement. Jeannie emphasizes the...2024-09-1715 min
Experience ActionTurning Negative Touchpoints into Positive OnesCan sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand's promise into these interactions. Whether you're managing a multinational enterprise or a small business, the insights shared will help you ensure that even the most mundane tasks reflect the exceptional service you aim to deliver.By focusing on the tone and approach, Jeannie explains how you can turn necessary yet often neglected or...2024-08-2012 min
Experience ActionCX Pulse Check - August 2024Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders.What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees. We dive into how global demands for speed and convenience contribute to harsh behaviors, and Jeannie shares a personal story from an ER visit with her son, shedding light on...2024-08-0628 min
Experience ActionGetting Leaders to CARE about CXWant to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX change agent.Discover the transformative power of empowering CX champions and starting small with pilot programs. Jeannie breaks down an inspiring...2024-07-3020 min
Experience ActionGaining Frontline Buy-InUnlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your customer relationships.This episode is a goldmine of practical solutions, from the power of clear communication to the magic of re...2024-05-1409 min
The Strategic Bookkeeper PodcastThe Strategic Bookkeeper - EP55 - Are you making this mistake (Part 5)Here is the final episode of our five-part series.🎉
Join Jeannie for the conclusion of this podcast series, exploring the mistakes and misconceptions that hold back bookkeepers globally from truly thriving
In this fifth and final episode, Jeannie dives headfirst into the bookkeeping pitfalls around database nurture and active business development. Learn how you can effectively nurture client relationships, expand your network, and confidently grow your practice 💪
Settle in, and join Jeannie for an empowering episode that will enhance your bookkeeping journey.
📌 [FREE TRAINING] The Profit-First Playbook: Build and maintain a highly pr...2024-04-0421 min
Experience ActionWhen Loyalty Programs Go WrongEver found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises. We dive into why it's vital for businesses to not only attract new customers with shiny offers but also to maintain and deepen existing relationships through reliable and meaningful engagement.This conversation isn't just a critique...2024-03-1216 min
Experience ActionWhat Influences All Leaders To Care About Customer Experience?Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership's committed involvement and its ripple effect on a company's success. You'll gain strategic insights on fostering this commitment, from establishing 'Customer Days' for direct interaction to integrating customer feedback into the business strategy.Prepare to be equipped with practical advice, as you hear about the importance o...2024-01-1616 min
The Strategic Bookkeeper PodcastThe Strategic Bookkeeper - EP43 - In real life with Jeannie doing the sales processGet an insider look at Jeannie’s sales playbook! 🌟💼
Join Jeannie in this week’s episode as she pulls back the curtain on her sales process in real life. Discover step-by-step insights on effectively conveying your value, overcoming objections, and nurturing relationships with potential clients— tune in now and take your sales game to the next level! 🚀
Learn how to put profit first and make it a win-win as you create raving fan clients and a thriving practice. Register for FREE to The Profit-first Playbook: https://courses.thestrategicbookkeeper.global/offers/Rfndo38H
Ready to live your dream busi...2024-01-1126 min
Experience ActionWhat is the Value of Customer Feedback?Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business's success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight. We explore the hidden value in those tough-to-hear comments and how they can become the catalysts for transforming your services and delighting your customers in ways you never imagined.Join the discussion about the importance...2024-01-0912 min
The Strategic Bookkeeper PodcastThe Strategic Bookkeeper - EP38 - In real life with JeannieCan you imagine prospective clients (PCs) championing your brand without even onboarding yet?
Despite what you might believe, it's totally a thing.
Join Jeannie in this week's podcast as she explores a real life example of a PC who passionately advocated for her, even before officially engaging her services. Uncover the intricate step-by-step process and gain access to invaluable resources that can empower you to build and maintain a thriving bookkeeping practice 🚀
Learn how to put profit first and make it a win-win as you create raving fan clients as well as a thri...2023-12-1329 min
Experience ActionA Scary CX StoryGet set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That's the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions. Are you unintentionally crafting a customer experience nightmare? Jeannie's got you covered. She underscores the importance of proactivity and intentionality in designing delightful customer experiences. Learn from Jeannie as she guides us through the labyrinthine process of defining excellent...2023-10-3108 min
Experience ActionUpdating CX FoundationsEver wonder about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We've got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You'll hear some insights and practical advice on why and when to refresh these important tools.In this episode, Jeannie stresses the importance of aligning your success statement with your organization's goals to reap the outcomes you're after. We also venture into the realm of customer collaboration and the vital role of customer feedback in experiential...2023-10-0307 min
Experience ActionFocus Groups and Feedback❔"My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I'd love to hear your feedback."❔Traditional focus groups have been popular for gathering real-time customer feedback for decades. However, our host, Jeannie Walters, has seen too many focus groups go awry. In this episode, Jeannie goes over some pros and cons of traditional focus groups. She also shares some additional ways to gather the customer feedback you...2023-09-0516 min
Experience ActionCustomer Service vs Customer Experience❔"I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there's nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?"❔We need both customer service and customer experience to have a successful business. Customer service is essentially a reactive process. Customer experience is about being proactive and intentional. It's about designing the journey for our customers so they can get what they need and achieve their goals in the most...2023-08-2917 min
Experience ActionGetting Serious about CX❔"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we're not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organization in building customer experience initiatives and activities, or is there a way for us to do this more organically with the team that we have? ...Once we start to get people aligned, where do we begin? How do we make [CX] something that is impactful fo...2023-08-0811 min
Experience ActionCX as a Brand Differentiator❔"I was talking to a colleague of mine in the marketing department, and we had a question for you: could the customer experience that our company delivers be used as a brand differentiator? If so, what would you recommend?"❔Shoutout to all the Chief Marketing Officers and Marketing Leaders who have been "gifted" the role of leading Customer Experience. Our host, Jeannie Walters, knows a lot of marketing leaders are looking for ways to lead CX and get those marketing benefits, like brand differentiation. In this episode, Jeannie talks about using CX as a brand differentiator and the...2023-08-0116 min