Jack Walker Explains How to Improve Customer Experience Without Guesses and Assumptions

Data Driven Leadership

Do you really know how your customers feel, or are you just guessing?

In this episode, Jack Walker, president of Walker Information, reveals why listening to customer feedback is the key to great customer experience. Jack shares the story of his family-run company, which has used data for over 85 years to drive business success by speaking directly to customers.

He explains why testimonials, especially negative ones, provide valuable insights for businesses willing to take action. Real feedback is the most valuable data a company can have, surpassing any assumptions made on a customer's behalf.

Simply collecting feedback isn’t enough—customers expect you to listen, respond, and improve.

In this episode, you will learn:

• How to transform customer feedback into actionable insights
• Why negative feedback is an opportunity for growth, not failure
• The value of customer surveys despite digital advancements

Things to listen for:

• (00:00) An introduction to the episode with the guest, Jack Walker
• (04:17) The evolution of Walker’s data collection over 85 years
• (08:00) The advantages of being early tech adopters
• (11:00) Why feedback is more important than any other data point
• (13:49) How to turn customer feedback into action
• (19:09) The future of CX: Gen AI and predictive modeling
• (22:24) Build leadership skills through hands-on experience