Uncategorized Archives - Kristina Evey

Culture, Customer Experience, Customer service, Podcasting, Uncategorized

Episode 64 – A Conversation with Customer Service Expert Jeff Toister

Posted on September 3, 2019September 3, 2019By Kristina Evey

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read MoreEpisode 64 – A Conversation with Customer Service Expert Jeff Toister

customer retention, improve customer service, Leadership, Podcasting, Service Recovery, Uncategorized, upset customers

Episode 63 – Preventing Customer Churn and Winning Back Lost Customers

Posted on August 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

Customer service, good customer service, Podcasting, Strategy, Uncategorized

Episode 60 – Customer Service Expert Shep Hyken Shares His Insights

Posted on July 25, 2019October 22, 2019By Kristina Evey

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read MoreEpisode 60 – Customer Service Expert Shep Hyken Shares His Insights

Culture, Employee Experience, Podcasting, Uncategorized

Episode 59 – The CX Benefits of a Culture Book

Posted on July 25, 2019July 25, 2019By Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read MoreEpisode 59 – The CX Benefits of a Culture Book

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

employee engagement, Employee Experience, Podcasting, Uncategorized

Episode 54 – Which Comes First – the CX or the EX?

Posted on June 20, 2019By Kristina Evey

Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read MoreEpisode 54 – Which Comes First – the CX or the EX?

Customer Experience Management, Podcasting, Uncategorized

Episode 53 – Customer Value Beyond the Dollar Value

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

The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read MoreEpisode 53 – Customer Value Beyond the Dollar Value

Employee Experience, Planning for CX, Podcasting, Team, Uncategorized

Episode 52 – Loren Beck From Zappos Discusses Culture

Posted on June 5, 2019June 20, 2019By Kristina Evey

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read MoreEpisode 52 – Loren Beck From Zappos Discusses Culture

Employee Experience, Journey Mapping, Leadership, Podcasting, Uncategorized

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Posted on May 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

Customer Experience Management, Podcasting, sales and marketing, Uncategorized

Episode 50 – The Real Benefit of CX is AFTER the Sale

Posted on May 14, 2019May 14, 2019By Kristina Evey

Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read MoreEpisode 50 – The Real Benefit of CX is AFTER the Sale

Podcasting, Uncategorized

Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Posted on May 1, 2019May 14, 2019By Kristina Evey

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read MoreEpisode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Customer Experience, Leadership, Podcasting, Uncategorized

Episode 46 – Transformational Customer Experience Leadership

Posted on April 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

Core Values, Customer Experience Management, customer satisfaction, employee engagement, Podcasting, Uncategorized

Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs

Posted on March 26, 2019March 25, 2019By Kristina Evey

Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read MoreEpisode 44 – What You GET From Your Customer Experience Focus – Different ROIs

customer retention, customer satisfaction, Podcasting, Uncategorized

Episode 43 – The Most Important Customer Experience KPIs

Posted on March 25, 2019March 25, 2019By Kristina Evey

The most important Customer Experience KPIs – Shownotes… Define the Key Performance Indicators (KPIs) to measure your Customer Experience success… … Read MoreEpisode 43 – The Most Important Customer Experience KPIs

employee engagement, internal customers, Leadership, Team, Uncategorized

Treat Your Customer Facing Staff Like Royalty

Posted on February 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

Customer Experience Management, Leadership, Uncategorized

Be the Customer Experience Disrupter

Posted on January 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

Leadership, Uncategorized

Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood

Posted on January 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

internal customers, Uncategorized

Employee Engagement Increases With Understanding Purpose and Impact

Posted on December 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

Customer Experience Management, Podcasting, Uncategorized

Episode 32 – Make Sure Staff Knows Their Place… of Impact!

Posted on December 18, 2018January 15, 2019By Kristina Evey

Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read MoreEpisode 32 – Make Sure Staff Knows Their Place… of Impact!

Core Values, Podcasting, Uncategorized

Episode 27 – Does Your Culture Empower Great Customer Experiences?

Posted on December 12, 2018December 12, 2018By Kristina Evey

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Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read MoreEpisode 27 – Does Your Culture Empower Great Customer Experiences?

Category: Uncategorized