CategoriesPodcasting, Uncategorized Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience Posted on Posted onMay 1, 2019May 14, 2019By Kristina Evey Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read MoreEpisode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience
Categoriesemployee engagement, Employee Experience, Leadership Should we get rid of Annual Performance Reviews? Posted on Posted onApril 25, 2019By Kristina Evey Should we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read MoreShould we get rid of Annual Performance Reviews?
CategoriesEmployee Experience, internal customers, Leadership, Podcasting Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights Posted on Posted onApril 23, 2019April 23, 2019By Kristina Evey Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read MoreEpisode 48 – Anne Bakstad Shares Employee Experience Practices and Insights
CategoriesCustomer loyalty, Perception, Podcasting, Service Recovery, Social media Episode 47 – How to Best Respond to Customer Feedback Posted on Posted onApril 16, 2019By Kristina Evey Shownotes… Customer Experience is taken to a higher level when based on customer feedback and engagement. Review sites allow customers … Read MoreEpisode 47 – How to Best Respond to Customer Feedback
Categoriescustomer complaints, customer feedback To Respond or Not Respond to Customer Feedback – That is the CX Question Posted on Posted onApril 10, 2019By Kristina Evey Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read MoreTo Respond or Not Respond to Customer Feedback – That is the CX Question
CategoriesCustomer Experience, Leadership, Podcasting, Uncategorized Episode 46 – Transformational Customer Experience Leadership Posted on Posted onApril 9, 2019By Kristina Evey Shownotes… Transformational Leadership for Customer Experience Success Truly understanding and embracing the CX and EX is essential for long-lasting business … Read MoreEpisode 46 – Transformational Customer Experience Leadership
CategoriesCustomer Experience Management, Customer loyalty, Perception Customer Experience Questions to Challenge Yourself Every Day Posted on Posted onApril 3, 2019April 3, 2019By Kristina Evey Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read MoreCustomer Experience Questions to Challenge Yourself Every Day
CategoriesB2B, Customer Experience, Customer Experience Management, Employee Experience, Podcasting Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights Posted on Posted onApril 2, 2019April 2, 2019By Kristina Evey Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read MoreEpisode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights
CategoriesCore Values, Customer Experience Management, customer satisfaction, employee engagement, Podcasting, Uncategorized Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs Posted on Posted onMarch 26, 2019March 25, 2019By Kristina Evey Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read MoreEpisode 44 – What You GET From Your Customer Experience Focus – Different ROIs
Categoriescustomer retention, customer satisfaction, Podcasting, Uncategorized Episode 43 – The Most Important Customer Experience KPIs Posted on Posted onMarch 25, 2019March 25, 2019By Kristina Evey The most important Customer Experience KPIs – Shownotes… Define the Key Performance Indicators (KPIs) to measure your Customer Experience success… … Read MoreEpisode 43 – The Most Important Customer Experience KPIs
CategoriesCustomer Experience, Emotional Intelligence, internal customers, Leadership Why Employees Quit Managers, Not Jobs Posted on Posted onMarch 13, 2019By Kristina Evey You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read MoreWhy Employees Quit Managers, Not Jobs
CategoriesLeadership, Podcasting, Strategy Episode 42 – Creating a Successful CX Strategy Posted on Posted onMarch 13, 2019March 13, 2019By Kristina Evey Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read MoreEpisode 42 – Creating a Successful CX Strategy
CategoriesCustomer Experience Management, Podcasting Episode 41 – Changes to Make and Changes You’ll See in Customer Experience Posted on Posted onMarch 7, 2019By Kristina Evey Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read MoreEpisode 41 – Changes to Make and Changes You’ll See in Customer Experience
Categoriesemployee engagement, internal customers, Leadership, Team, Uncategorized Treat Your Customer Facing Staff Like Royalty Posted on Posted onFebruary 27, 2019February 27, 2019By Kristina Evey I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read MoreTreat Your Customer Facing Staff Like Royalty
CategoriesCustomer Experience Management, Podcasting Episode 40 – The Benefits of Hassle Maps Posted on Posted onFebruary 26, 2019By Kristina Evey Shownotes – Where are the hassles your customers encounter when using the product or service you provide regardless of who they … Read MoreEpisode 40 – The Benefits of Hassle Maps
Categoriescustomer complaints, customer feedback, Customer loyalty, Perception Engage Customers, Solve for Hassles, Earn Their Loyalty Posted on Posted onFebruary 21, 2019February 26, 2019By Kristina Evey Where are the hassles your customers encounter when using the product or service you provide regardless of who they buy … Read MoreEngage Customers, Solve for Hassles, Earn Their Loyalty
CategoriesB2B, Culture, Customer Experience Management, Podcasting Episode 39 – Important Nuances of the B2B Customer Experience Posted on Posted onFebruary 20, 2019By Kristina Evey Shownotes… There are usually more “customers” in the B2B relationship than in B2C. Typically, there will be, among others, … … Read MoreEpisode 39 – Important Nuances of the B2B Customer Experience
Categoriesemployee engagement, internal customers, Podcasting Episode 38 – Loyal Employees Breed Loyal Customers Posted on Posted onFebruary 12, 2019February 11, 2019By Kristina Evey Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read MoreEpisode 38 – Loyal Employees Breed Loyal Customers
CategoriesCustomer Experience Management, Empathy, Leadership, Podcasting Episode 37 – Why Your Customers Aren’t Asking You for Help Posted on Posted onFebruary 5, 2019February 5, 2019By Kristina Evey Shownotes – Why Your Customers Aren’t Asking for Your Help and How to Fix It You’re pretty certain your company … Read MoreEpisode 37 – Why Your Customers Aren’t Asking You for Help
CategoriesPlanning for CX, Podcasting Episode 36 – Building the Right CX Team Posted on Posted onJanuary 29, 2019January 24, 2019By Kristina Evey Shownotes… The majority of your Customer Experience works falls on the shoulders of the people you put in charge of … Read MoreEpisode 36 – Building the Right CX Team
