CategoriesEmotional Intelligence, Leadership, Perception, Service Recovery U.S. Bank Fires Employee for Helping Customer on Christmas Eve Posted on Posted onFebruary 6, 2020By Kristina Evey I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read MoreU.S. Bank Fires Employee for Helping Customer on Christmas Eve
CategoriesCustomer Experience Management, Leadership, Perceived Value, Perception Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off Posted on Posted onDecember 3, 2019December 2, 2019By Kristina Evey It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read MoreSelf-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off
CategoriesEmployee Experience, Leadership, Planning for CX, Podcasting Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX Posted on Posted onOctober 22, 2019October 22, 2019By Kristina Evey Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read MoreEpisode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX
Categoriescultural mindset, Leadership, Planning for CX, Podcasting Episode 69 – Conversation with Sarah Toms Posted on Posted onOctober 22, 2019By Kristina Evey Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read MoreEpisode 69 – Conversation with Sarah Toms
Categoriescustomer feedback, Journey Mapping, Perception, Podcasting, Strategy Episode 65 – Remember the Customer in Your CX Work Posted on Posted onSeptember 10, 2019September 9, 2019By Kristina Evey Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read MoreEpisode 65 – Remember the Customer in Your CX Work
CategoriesCulture, Customer Experience, Customer service, Podcasting, Uncategorized Episode 64 – A Conversation with Customer Service Expert Jeff Toister Posted on Posted onSeptember 3, 2019September 3, 2019By Kristina Evey Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read MoreEpisode 64 – A Conversation with Customer Service Expert Jeff Toister
Categoriescustomer retention, improve customer service, Leadership, Podcasting, Service Recovery, Uncategorized, upset customers Episode 63 – Preventing Customer Churn and Winning Back Lost Customers Posted on Posted onAugust 27, 2019By Kristina Evey Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read MoreEpisode 63 – Preventing Customer Churn and Winning Back Lost Customers
Categoriesemployee engagement, Employee Experience, Planning for CX, Podcasting, Strategy Episode 62 – Treat Your Customer Service Representatives Like Royalty Posted on Posted onAugust 21, 2019August 21, 2019By Kristina Evey Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read MoreEpisode 62 – Treat Your Customer Service Representatives Like Royalty
CategoriesCustomer service, good customer service, Podcasting, Strategy, Uncategorized Episode 60 – Customer Service Expert Shep Hyken Shares His Insights Posted on Posted onJuly 25, 2019October 22, 2019By Kristina Evey Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read MoreEpisode 60 – Customer Service Expert Shep Hyken Shares His Insights
CategoriesCulture, Employee Experience, Podcasting, Uncategorized Episode 59 – The CX Benefits of a Culture Book Posted on Posted onJuly 25, 2019July 25, 2019By Kristina Evey On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read MoreEpisode 59 – The CX Benefits of a Culture Book
CategoriesCulture, Customer Experience Management, Leadership, Planning for CX, Podcasting 058 – Foundation Bricks of Customer Experience Posted on Posted onJuly 9, 2019By Kristina Evey
CategoriesCustomer Experience Management, Journey Mapping, Leadership, Perception, Podcasting, Uncategorized Episode 57 – Thomas Hollmann Discusses CX Services Growth Posted on Posted onJune 25, 2019June 20, 2019By Kristina Evey Shownotes… This episode addresses Services Growth – transforming an organization’s focus from selling products to building and establishing customer relationships … Read MoreEpisode 57 – Thomas Hollmann Discusses CX Services Growth
CategoriesLeadership, Perception, Planning for CX, Podcasting Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success Posted on Posted onJune 20, 2019June 20, 2019By Kristina Evey Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read MoreEpisode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success
CategoriesPerception, Planning for CX, Podcasting Episode 55 – An Opposite Silo Perspective to Enhance CX Posted on Posted onJune 20, 2019June 20, 2019By Kristina Evey Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read MoreEpisode 55 – An Opposite Silo Perspective to Enhance CX
Categoriesemployee engagement, Employee Experience, Podcasting, Uncategorized Episode 54 – Which Comes First – the CX or the EX? Posted on Posted onJune 20, 2019By Kristina Evey Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read MoreEpisode 54 – Which Comes First – the CX or the EX?
CategoriesCustomer Experience Management, Podcasting, Uncategorized Episode 53 – Customer Value Beyond the Dollar Value Posted on Posted onJune 20, 2019June 20, 2019By Kristina Evey The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read MoreEpisode 53 – Customer Value Beyond the Dollar Value
CategoriesEmployee Experience, Planning for CX, Podcasting, Team, Uncategorized Episode 52 – Loren Beck From Zappos Discusses Culture Posted on Posted onJune 5, 2019June 20, 2019By Kristina Evey Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read MoreEpisode 52 – Loren Beck From Zappos Discusses Culture
CategoriesCustomer Experience, customer retention, Perception Your Customer’s Priorities Drive the Customer Experience Posted on Posted onMay 15, 2019May 15, 2019By Kristina Evey Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read MoreYour Customer’s Priorities Drive the Customer Experience
CategoriesEmployee Experience, Journey Mapping, Leadership, Podcasting, Uncategorized Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX Posted on Posted onMay 14, 2019May 14, 2019By Kristina Evey Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read MoreEpisode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX
CategoriesCustomer Experience Management, Podcasting, sales and marketing, Uncategorized Episode 50 – The Real Benefit of CX is AFTER the Sale Posted on Posted onMay 14, 2019May 14, 2019By Kristina Evey Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read MoreEpisode 50 – The Real Benefit of CX is AFTER the Sale
