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 satisfaction, Customer service, improve customer service, Leadership Huddles Pay Off BIG in Football and Customer Satisfaction Posted on Posted onNovember 23, 2010By Kristina Evey Successful customer service and football. What do they have in common? They both rely heavily on huddles. Think about it. … Read MoreHuddles Pay Off BIG in Football and Customer Satisfaction
Categoriescustomer satisfaction, Customer service, good customer service, improve customer service Celebrate and Share Your Customer Service Efforts – with Worms Posted on Posted onNovember 22, 2010By Kristina Evey Customer service and satisfaction consultants often advise clients to share and celebrate our successes. It’s wonderful when someone on our … Read MoreCelebrate and Share Your Customer Service Efforts – with Worms
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 service, good customer service, improve customer service “Mom, She Talked to ME!” Posted on Posted onSeptember 29, 2010By Kristina Evey This morning I took my seven year old daughter to the oral surgeon for a frenectomy. While it is a … Read More“Mom, She Talked to ME!”
Categoriesgood customer service, improve customer service, Video Personal Touches Win Business Every Time Posted on Posted onSeptember 28, 2010By Kristina Evey Customer service training should always include the personal touch and being on the lookout for the little things that make … Read MorePersonal Touches Win Business Every Time
Categoriesgood customer service, improve customer service Train Your Staff to Improve Like Athletes – Continually Posted on Posted onSeptember 21, 2010By Kristina Evey When athletes break their own records or win that “big game”, do they stop training for the next event? No. … Read MoreTrain Your Staff to Improve Like Athletes – Continually
CategoriesCustomer Experience Management, Customer service, improve customer service Don’t Ruin Customer Service by Blaming Staff Posted on Posted onSeptember 2, 2010By Kristina Evey What do you think when you do business with a place that blames it staff specifically when something goes wrong? … Read MoreDon’t Ruin Customer Service by Blaming Staff
CategoriesCustomer loyalty, customer retention, Customer service, good customer service, improve customer service Loyal Customer Relationships – Do You Derail It Before You Even Start? Posted on Posted onAugust 30, 2010By Kristina Evey Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after … Read MoreLoyal Customer Relationships – Do You Derail It Before You Even Start?
CategoriesCustomer Experience Management, customer retention, Customer service, good customer service, improve customer service Customer Service Skills Make an Impact on Profits Posted on Posted onAugust 24, 2010By Kristina Evey Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference … Read MoreCustomer Service Skills Make an Impact on Profits
CategoriesCustomer Experience Management, Customer service, improve customer service, Leadership Customer Service, Core Values, and Leadership – Walk the Walk Posted on Posted onAugust 5, 2010By Kristina Evey Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched. I’m posting … Read MoreCustomer Service, Core Values, and Leadership – Walk the Walk
CategoriesCustomer Experience Management, Customer service, improve customer service Improving Customer Service – The Three Most Important Things Posted on Posted onAugust 2, 2010By Kristina Evey I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary … Read MoreImproving Customer Service – The Three Most Important Things
Categoriescustomer retention, Customer service, good customer service, improve customer service Customer Service Impacting Stock Performance? Posted on Posted onJuly 27, 2010By Kristina Evey Deliver excellent customer service and experiences, watch your stock value rise! Finance has historically been a bit removed from the … Read MoreCustomer Service Impacting Stock Performance?
Categoriescustomer retention, Customer service, good customer service, improve customer service What Can Your Business Learn From a Carpet Cleaner? Posted on Posted onJune 2, 2010By Kristina Evey While I was having my morning coffee and watching the first few minutes of a talk show to start my … Read MoreWhat Can Your Business Learn From a Carpet Cleaner?
CategoriesCustomer Experience Management, customer satisfaction, good customer service, improve customer service Excellent Customer Service is the Best Prescription Posted on Posted onMay 3, 2010By Kristina Evey I love being a mom more than anything else in the whole world, even chocolate. But, one of the things … Read MoreExcellent Customer Service is the Best Prescription
Categoriescustomer satisfaction, Customer service, improve customer service Improving Customer Service Starts at the Top Posted on Posted onApril 23, 2010By Kristina Evey Improving customer service is something all companies and businesses say they focus on. But do they really? I find that … Read MoreImproving Customer Service Starts at the Top
CategoriesCustomer Experience Management, good customer service, improve customer service Are Core Values Important in Customer Experience Management? Posted on Posted onApril 16, 2010By Kristina Evey Just a quick note on the importance of core values in regards to managing the customer experience and improving customer … Read MoreAre Core Values Important in Customer Experience Management?
CategoriesCustomer Experience Management, customer satisfaction, Customer service, good customer service, improve customer service Don’t Get Disconnected from Your Customer’s Experience Posted on Posted onApril 6, 2010By Kristina Evey 80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is … Read MoreDon’t Get Disconnected from Your Customer’s Experience
CategoriesCustomer Experience Management, customer satisfaction, Customer service, good customer service, improve customer service Want to Improve Your Customer Experience? Say It Like You Mean It! Posted on Posted onMarch 25, 2010By Kristina Evey I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s … Read MoreWant to Improve Your Customer Experience? Say It Like You Mean It!
CategoriesCustomer Experience Management, customer satisfaction, improve customer service Customer Experience Management? Walk a Day in Your Staff’s Shoes Posted on Posted onMarch 23, 2010By Kristina Evey Customer experience management can be enhanced by walking a day in the shoes of your front line staff. I’m not … Read MoreCustomer Experience Management? Walk a Day in Your Staff’s Shoes