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
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 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?
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 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
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
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 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
CategoriesPlanning for CX, Team Get the Right People on Your Customer Experience Team Posted on Posted onJanuary 24, 2019By Kristina Evey Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read MoreGet the Right People on Your Customer Experience Team
CategoriesCustomer Experience Management, Leadership, Uncategorized Be the Customer Experience Disrupter Posted on Posted onJanuary 17, 2019January 17, 2019By Kristina Evey Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read MoreBe the Customer Experience Disrupter
CategoriesLeadership, Uncategorized Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood Posted on Posted onJanuary 16, 2019April 15, 2019By Kristina Evey In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read MoreBusiness Leaders Increase Success When Customer Experience is Clearly Defined and Understood
Categoriesinternal customers, Uncategorized Employee Engagement Increases With Understanding Purpose and Impact Posted on Posted onDecember 18, 2018January 16, 2019By Kristina Evey Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read MoreEmployee Engagement Increases With Understanding Purpose and Impact
Categoriesgood customer service, improve customer service, internal customers Customer Service Week is October 1-5, 2018 Posted on Posted onSeptember 24, 2018By Kristina Evey Tips on How to Celebrate Customer Service Week 2018 Customer Service Week spans October 1 through 5 this year. If … Read MoreCustomer Service Week is October 1-5, 2018
Categoriescustomer complaints Customer Irritation Can Erode Customer Experience Posted on Posted onSeptember 13, 2018September 13, 2018By Kristina Evey I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, … Read MoreCustomer Irritation Can Erode Customer Experience
CategoriesCustomer Experience, Customer Experience Management, Emotional Intelligence Your Customer Experience MUST Include Empathy Posted on Posted onAugust 2, 2018August 2, 2018By Kristina Evey Empathy… We all know what it is and hopefully, many of us display it and receive it on a daily … Read MoreYour Customer Experience MUST Include Empathy
CategoriesCustomer Experience, Customer Experience Management An Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience Posted on Posted onJuly 17, 2018July 17, 2018By Kristina Evey Customer Journey Mapping This concept is nothing new… yet so many company leaders have not done it… or – at … Read MoreAn Effective Customer Journey Map is a Crucial Part of Managing the Customer Experience
Categoriescultural mindset, Customer Experience, Perception In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours Posted on Posted onJuly 16, 2018July 16, 2018By Kristina Evey Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit … Read MoreIn Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours
CategoriesCore Values, Culture, Customer Experience Why Core Values Need to Be in Your Customer Experience Focus Posted on Posted onMay 15, 2018June 18, 2018By Kristina Evey Core Values are the fundamental beliefs of a person or organization. My podcast related to core values can be … Read MoreWhy Core Values Need to Be in Your Customer Experience Focus
Categoriescultural mindset, Culture, Customer Experience, Customer loyalty, Leadership Culture’s Impact on Customer Experience Posted on Posted onMay 1, 2018May 1, 2018By Kristina Evey Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture … Read MoreCulture’s Impact on Customer Experience
