How to Self-Audit Your Company’s Customer Experience
Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems..
Kristina Evey
To Respond or Not to Respond to Customer Feedback
With the presence of review sites such as Yelp, TripAdvisor, and comment sections on company websites themselves, CX leaders are now faced with a question many aren’t sure how to answer..
Get the Right People on Your Customer Experience Team
Successful teams are made up of the right people. This is true in sports and it is true in customer experience work. Learn what makes a great CX team..
Are You a Customer Experience Disruptor?
Knowing you need to transform your Customer Experience and actually changing it are two entirely different things. Are you ready to be a CX disruptor?
Why Your Customer Experience Must Include Empathy
We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..
How Company Culture Impacts Customer Experience
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality..
Walk a Day in the Shoes of Your Customer Service Staff
The single most effective way to truly engage with staff and customers is to literally do their job with them..
5 Ways to Listen to Your Customer and Increase Customer Loyalty
Not listening could be driving your customers away. Listen well and you’ll not only keep them, you’ll increase sales and customer loyalty..
The Most Important Thing in Customer Experience
Kristina Evey reveals the one thing we must keep in mind when managing the customer experience..
How to Handle Upset Customers with Empathy
We’ve all had those customers that come looking for an argument when an issue arises. The number one way to win them over? Use empathy..
10 Things Your Customers Really Want You to Know!
Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you…
Customer Service Surveys: The Good, the Bad and the Ugly!
By using surveys with both quantitative and qualitative responses you will get a complete picture as to the true state of the customer experience.
Proactive Customer Service Means Connecting the Dots for Your Customers
One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers.
Customer Experience Mapping: How to Improve Customer Satisfaction and Loyalty
By utilizing customer experience mapping, everyone in your organization will understand the goals for the overall customer experience.
Five Steps to Customer Service Improvement
If you are striving to compete or even become the market leader, these customer service tips will help you make the necessary improvements.
3 Steps to a Great Customer Service Experience
Read about some of the difficulties faced when providing excellent service—and how to overcome them.
Keeping the Personal Touch Improves Customer Retention
Improving your customer service skills is very simple and the payoffs are almost immediate.
Stop Causing Problems in the Minds of Your Customers
Watch customer satisfaction increase just by changing this one simple word.