CategoriesCustomer Experience Management, Customer service Patient Centered Care – How Two Broken Bones Identified a Language Barrier Posted on Posted onNovember 7, 2012December 12, 2012By Kristina Evey Every industry or field of business has it’s own jargon, we all know that. But do your customers speak it … Read MorePatient Centered Care – How Two Broken Bones Identified a Language Barrier
CategoriesCustomer Experience Management, Customer loyalty, customer retention, customer satisfaction, Customer service Straight Talk on Customer Service from Larry Winget Posted on Posted onSeptember 27, 2012By Kristina Evey Call It Customer Service, Customer Satisfaction, or Customer Loyalty. We’ve all just made it too complicated according to Larry Winget. … Read MoreStraight Talk on Customer Service from Larry Winget
CategoriesCustomer Experience Management, customer satisfaction, Customer service, good customer service, Video What Do Customer Satisfaction and Expectations Have in Common? Posted on Posted onAugust 7, 2012By Kristina Evey “Why are customers impatient and upset when I’m trying to do what I can for them?” It’s all about setting … Read MoreWhat Do Customer Satisfaction and Expectations Have in Common?
CategoriesCustomer Experience Management, Customer loyalty, customer retention Customer Centricity – The Problem – Not the Solution? Posted on Posted onJuly 30, 2012By Kristina Evey Not Be Customer Centric? Focusing on Customers a Problem? I came across an article today that made me think at … Read MoreCustomer Centricity – The Problem – Not the Solution?
Categoriescustomer complaints, Customer Experience Management, customer retention, customer satisfaction Could You Be Missing This One Idea to Have More Satisfied Customers? Posted on Posted onJuly 12, 2012By Kristina Evey Customer Satisfaction – How Much Are You Willing to Do? This has been the hottest 12 months in recorded history. … Read MoreCould You Be Missing This One Idea to Have More Satisfied Customers?
Categoriescustomer complaints, Customer Experience Management, customer satisfaction, good customer service, improve customer service, upset customers Customer Complaint Resolution – A Fishy Restaurant Tale Posted on Posted onJune 26, 2012By Kristina Evey Resolving a customer complaint isn’t just about handling the issue, it’s the way you handle the issue. Customer satisfaction and … Read MoreCustomer Complaint Resolution – A Fishy Restaurant Tale
CategoriesCustomer Experience Management, Customer loyalty, customer retention Do Your Customers REALLY Trust You? Posted on Posted onJune 7, 2012By Kristina Evey I’ve been saying since Day One that customer loyalty is built on trust. Think about it, any relationship requires trust … Read MoreDo Your Customers REALLY Trust You?
Categoriescultural mindset, Customer Experience Management, Customer loyalty, customer satisfaction, Customer service Customer Loyatly – Make the Experience Memorable Posted on Posted onJune 4, 2012By Kristina Evey Customer satisfaction and loyalty depends really on one thing… how memorable you make the experience. Businesses and staff that bring … Read MoreCustomer Loyatly – Make the Experience Memorable
CategoriesCustomer Experience Management, customer retention, customer satisfaction, Customer service, good customer service Personality Can Make or Break Customer Service & Satisfaction Posted on Posted onApril 13, 2012By Kristina Evey Personality makes much more of an impact on customer satisfaction than most people realize. While we all are focused on … Read MorePersonality Can Make or Break Customer Service & Satisfaction
CategoriesCustomer Experience Management, customer satisfaction A Common Customer Satisfaction Mistake – No Customer Definition Posted on Posted onApril 10, 2012By Kristina Evey I had a very important Customer Engagement Moment reinforced this morning. We have two 9 month old Golden Retriever puppies … Read MoreA Common Customer Satisfaction Mistake – No Customer Definition
CategoriesCustomer Experience Management, customer retention, customer satisfaction Customer Service & Humor – Can One Benefit the Other? Posted on Posted onMarch 5, 2012By Kristina Evey Have you made your customers laugh today? Did you know that you can keep customers coming back by using humor … Read MoreCustomer Service & Humor – Can One Benefit the Other?
CategoriesCustomer Experience Management, customer satisfaction, upset customers Take Problem Resolution to the Next Level to Increase Customer Loyalty Posted on Posted onJanuary 6, 2012By Kristina Evey Customer service often requires proper handling of mistakes. We all make mistakes. Admit it, you do. Your company does as … Read MoreTake Problem Resolution to the Next Level to Increase Customer Loyalty
CategoriesCustomer Experience Management, customer retention, customer satisfaction, Customer service Customer Relationships – Can the Online World Eliminate the Real World? Posted on Posted onDecember 15, 2011By Kristina Evey In a recent article posted on CRM Daily, the discussion of online ease of use versus “in person” assistance comes … Read MoreCustomer Relationships – Can the Online World Eliminate the Real World?
CategoriesCustomer Experience Management, Customer service, improve customer service Customer Intimacy – Who ARE your customers? Posted on Posted onMarch 14, 2011By Kristina Evey Increasing customer satisfaction through customer intimacy depends on one very important thing – How well you know your customer base. … Read MoreCustomer Intimacy – Who ARE your customers?
CategoriesCustomer Experience Management, Customer service Customer Satisfaction Through Customer Intimacy Posted on Posted onFebruary 21, 2011By Kristina Evey Customer intimacy brings customer loyalty like nothing else. No matter what you are selling or giving away, knowing your customers … Read MoreCustomer Satisfaction Through Customer Intimacy
CategoriesCustomer Experience Management, good customer service, improve customer service Small Stores Trump Big-Box Stores in Service Posted on Posted onNovember 29, 2010By Kristina Evey Why are some small specialty stores having their best year ever? Because more consumers than ever are putting an emphasis … Read MoreSmall Stores Trump Big-Box Stores in Service
CategoriesCustomer Experience Management, customer satisfaction, improve customer service Increase Customer Satisfaction by Managing Expectations Posted on Posted onOctober 5, 2010By Kristina Evey Manage the Customer’s Expectations Up Front When customers first begin to do business with you, they will have their own … Read MoreIncrease Customer Satisfaction by Managing Expectations
CategoriesCustomer Experience Management, Customer service Customer Service Issues? Try Managing the Customer’s Expectations Posted on Posted onSeptember 16, 2010By Kristina Evey Not adequately managing the expectations of the customer can have a negative impact on their decision to do business with … Read MoreCustomer Service Issues? Try Managing the Customer’s Expectations
CategoriesCustomer Experience Management, Customer loyalty, Customer service, sales and marketing Is Customer Loyalty Unattainable? Posted on Posted onSeptember 9, 2010By Kristina Evey I was asked to review an article post written by a colleague in my field. The premise was that customer … Read MoreIs Customer Loyalty Unattainable?
CategoriesCustomer Experience Management, customer satisfaction, Customer service, good customer service Poor Customer Service – Whose Fault is It? Posted on Posted onSeptember 7, 2010By Kristina Evey Who is to Blame for Poor Customer Service – Management or the Staff Themselves? This was the question posed on … Read MorePoor Customer Service – Whose Fault is It?