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 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
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
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
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 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, 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
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, 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
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
CategoriesLeadership, Podcasting Episode 34 – Understand Customer Experience First to Disrupt for CX Changes Posted on Posted onJanuary 15, 2019January 15, 2019By Kristina Evey Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to … Read MoreEpisode 34 – Understand Customer Experience First to Disrupt for CX Changes
CategoriesCustomer Experience, Customer Experience Management, Leadership, Podcasting Episode 25 – Customer Experience Needs a Seat at the Table Posted on Posted onDecember 11, 2018January 16, 2019By Kristina Evey Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read MoreEpisode 25 – Customer Experience Needs a Seat at the Table
