Kristina Evey

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty.

To Respond or Not Respond to Customer Feedback – That is the CX Question

Kristina Evey

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback

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

Kristina Evey

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized

Treat Your Customer Facing Staff Like Royalty

Kristina Evey

I’m often asked what I consider the single most important thing to do in Customer Experience work. Lately, my response … Read More Treat Your Customer Facing Staff Like Royalty. The post Treat Your Customer Facing Staff Like Royalty appeared first on Kristina Evey. employee engagement internal customers Leadership Team Uncategorized

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights

Kristina Evey

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey. B2B Customer Experience Customer Experience Management Employee Experience Podcasting

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

Kristina Evey

Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey. Leadership Perception Planning for CX Podcasting

Customer Experience Questions to Challenge Yourself Every Day

Kristina Evey

Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey. Customer Experience Management Customer loyalty Perception

058 – Foundation Bricks of Customer Experience

Kristina Evey

Shownotes… To be successful in your CX efforts, the initial experience the customer has, the promised relationship, and the actual … Read More 058 – Foundation Bricks of Customer Experience. The post 058 – Foundation Bricks of Customer Experience appeared first on Kristina Evey. Culture Customer Experience Management Leadership Planning for CX Podcasting

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Engage Customers, Solve for Hassles, Earn Their Loyalty

Kristina Evey

Where are the hassles your customers encounter when using the product or service you provide regardless of who they buy … Read More Engage Customers, Solve for Hassles, Earn Their Loyalty. The post Engage Customers, Solve for Hassles, Earn Their Loyalty appeared first on Kristina Evey. customer complaints customer feedback Customer loyalty Perception

Why Employees Quit Managers, Not Jobs

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 More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

Episode 38 – Loyal Employees Breed Loyal Customers

Kristina Evey

Loyal employees are a key factor in developing loyal customers. People do business with those they know, like and trust … Read More Episode 38 – Loyal Employees Breed Loyal Customers. The post Episode 38 – Loyal Employees Breed Loyal Customers appeared first on Kristina Evey. employee engagement internal customers Podcasting

Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Customer Irritation Can Erode Customer Experience - Transforming the Customer Experience

Kristina Evey

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance.

Episode 57 – Thomas Hollmann Discusses CX Services Growth

Kristina Evey

Shownotes… This episode addresses Services Growth – transforming an organization’s focus from selling products to building and establishing customer relationships … Read More Episode 57 – Thomas Hollmann Discusses CX Services Growth. The post Episode 57 – Thomas Hollmann Discusses CX Services Growth appeared first on Kristina Evey. Customer Experience Management Journey Mapping Leadership Perception Podcasting Uncategorized

Be the Customer Experience Disrupter

Kristina Evey

Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership Uncategorized

Episode 53 – Customer Value Beyond the Dollar Value

Kristina Evey

?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey. Customer Experience Management Podcasting Uncategorized

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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

Kristina Evey

Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey. employee engagement Employee Experience Podcasting Uncategorized

Episode 55 – An Opposite Silo Perspective to Enhance CX

Kristina Evey

Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey. Perception Planning for CX Podcasting

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Your Customer’s Priorities Drive the Customer Experience

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 More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey. Customer Experience customer retention Perception

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

Kristina Evey

? Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read More Episode 50 – The Real Benefit of CX is AFTER the Sale. The post Episode 50 – The Real Benefit of CX is AFTER the Sale appeared first on Kristina Evey. Customer Experience Management Podcasting sales and marketing Uncategorized

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Customer Service Week is October 1-5, 2018 - Transforming the Customer Experience

Kristina Evey

Tips on How to Celebrate Customer Service Week 2018. Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year.

Employee Engagement Increases With Understanding Purpose and Impact

Kristina Evey

Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey

Poor Customer Experiences Cost You Money - Transforming the Customer Experience

Kristina Evey

Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company?

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

Kristina Evey

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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

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 More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey. Leadership Uncategorized

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

Kristina Evey

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey

Should we get rid of Annual Performance Reviews?

Kristina Evey

Should we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read More Should we get rid of Annual Performance Reviews? The post Should we get rid of Annual Performance Reviews? appeared first on Kristina Evey. employee engagement Employee Experience Leadership

Get the Right People on Your Customer Experience Team

Kristina Evey

Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey. Planning for CX Team

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Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us?