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.

Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX

Kristina Evey

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting

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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

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

Kristina Evey

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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.

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 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

Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership 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

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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 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

Engage Customers, Solve for Hassles, Earn Their Loyalty

Kristina Evey

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

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Episode 64 – A Conversation with Customer Service Expert Jeff Toister

Kristina Evey

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read More Episode 64 – A Conversation with Customer Service Expert Jeff Toister. The post Episode 64 – A Conversation with Customer Service Expert Jeff Toister appeared first on Kristina Evey. Culture Customer Experience Customer service 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 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 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.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Episode 69 – Conversation with Sarah Toms

Kristina Evey

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a … Read More Episode 69 – Conversation with Sarah Toms. The post Episode 69 – Conversation with Sarah Toms appeared first on Kristina Evey. cultural mindset Leadership Planning for CX Podcasting

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?

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

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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?

Episode 60 – Customer Service Expert Shep Hyken Shares His Insights

Kristina Evey

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey. Customer service good customer service Podcasting Strategy Uncategorized

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

Episode 65 – Remember the Customer in Your CX Work

Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey. customer feedback Journey Mapping Perception Podcasting Strategy

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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

Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that.

Episode 63 – Preventing Customer Churn and Winning Back Lost Customers

Kristina Evey

Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey. customer retention improve customer service Leadership Podcasting Service Recovery Uncategorized upset customers

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you.

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 62 – Treat Your Customer Service Representatives Like Royalty

Kristina Evey

Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey. employee engagement Employee Experience Planning for CX Podcasting Strategy

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

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

“I’d kill to have a golf swing like that!”. “I’d I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service.

Episode 59 – The CX Benefits of a Culture Book

Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized

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.