Perception Archives - Kristina Evey

Emotional Intelligence, Leadership, Perception, Service Recovery

U.S. Bank Fires Employee for Helping Customer on Christmas Eve

Posted on February 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

Customer Experience Management, Leadership, Perceived Value, Perception

Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off

Posted on December 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

customer feedback, Journey Mapping, Perception, Podcasting, Strategy

Episode 65 – Remember the Customer in Your CX Work

Posted on September 10, 2019September 9, 2019By Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read MoreEpisode 65 – Remember the Customer in Your CX Work

Customer Experience Management, Journey Mapping, Leadership, Perception, Podcasting, Uncategorized

Episode 57 – Thomas Hollmann Discusses CX Services Growth

Posted on June 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

Leadership, Perception, Planning for CX, Podcasting

Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success

Posted on June 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

Perception, Planning for CX, Podcasting

Episode 55 – An Opposite Silo Perspective to Enhance CX

Posted on June 20, 2019June 20, 2019By Kristina Evey

Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read MoreEpisode 55 – An Opposite Silo Perspective to Enhance CX

Customer Experience, customer retention, Perception

Your Customer’s Priorities Drive the Customer Experience

Posted on May 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

Customer Experience Management, Customer loyalty, Perception

Customer Experience Questions to Challenge Yourself Every Day

Posted on April 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

customer complaints, customer feedback, Customer loyalty, Perception

Engage Customers, Solve for Hassles, Earn Their Loyalty

Posted on February 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

Customer Experience, Customer loyalty, Perception, Podcasting, Uncategorized

Episode 020 – Get Customer Feedback & Insights with Focus Groups

Posted on September 25, 2018November 5, 2018By Kristina Evey

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Shownotes… Listening to customers is the goal Data drives a lot of CX work Conversations give you the reasons BEHIND … Read MoreEpisode 020 – Get Customer Feedback & Insights with Focus Groups

cultural mindset, Customer Experience, Perception

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours

Posted on July 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

Customer Experience, Customer loyalty, Perception, Podcasting

Episode 005 – CX From the Customer Perspective

Posted on July 16, 2018November 5, 2018By Kristina Evey

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Shownotes… Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are … Read MoreEpisode 005 – CX From the Customer Perspective

Customer Experience, Customer Experience Management, Perception

More Customer Effort Drives Customers Away

Posted on March 27, 2018March 27, 2018By Kristina Evey

C-Suite – Question for you: I’ll never tell you NOT to delight your customers, but what would happen if you … Read MoreMore Customer Effort Drives Customers Away

Culture, Customer Experience Management, Leadership, Perception

Bridge the Gap of Customer Experience Perception

Posted on March 8, 2018March 22, 2018By Kristina Evey

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in … Read MoreBridge the Gap of Customer Experience Perception

Category: Perception