The Customer Experience Podcast for Business Leaders
By Kristina Evey, Transforming the Customer Experience, Host of The Customer Experience Podcast for Business Leaders
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The Customer Experience Podcast for Business Leaders is a weekly podcast on which Kristina Evey shares strategies, techniques, tips and mindsets necessary to implement a successful Customer Experience initiative in your company. This podcast was created for YOU- the C-Suite executives, Directors, Owners, and Leadership Teams looking to grow your loyal customer base and increase sales. If you are looking for RELEVANT and ACTIONABLE advice to unite your Leaders and Staff around driving organic growth in your organization, this is the podcast for YOU!
||Clean031 - A Clear Plan for a Huge Impact in Your 2019 CX Work||A new year, a new role, a new focus... the beginning of the New Years is always a great time to refocus your CX efforts. If this is a new role for you, even better. This episode gives a clear plan by phases to making a huge impact in your CX work.||12/11/2018||Free||View in iTunes|
||Clean030 - Questions to Ask Yourselves While Reflecting on Your 2018 Work||It's so very important to reflect back on your CX work for 2018 to understand where you were, where you wanted to be, and where you actually ended up. This episode walks you through how to do that in a way that sets you up for better success in your...||12/4/2018||Free||View in iTunes|
||Clean029 - Meeting Expectations in CX||Companies often unknowingly set expectations in the minds of their customers. When these expectations aren't met, trust and confidence in the company falter and those customers may defect to the competition. This episode gives real world examples and...||11/27/2018||Free||View in iTunes|
||Clean028 - Negotiation is a Huge Part of CX Work||Getting everyone to play nicely in the sandbox can be a struggle for CX officers and leaders. This episode explains how negotiation is a key way to level the field and be sure that no one person or department loses while working to provide value to...||11/20/2018||Free||View in iTunes|
||CleanDoes Your Company Culture Empower CX?||Does your company culture promote or punish the ability for your staff to deliver a remarkable Customer Experience? This episode unpacks what this is and how to build empowerment into the way your staff can connect at a human level to your customers...||11/13/2018||Free||View in iTunes|
||Clean026 - Just Start and Keep the End In Mind||CX involves tracking data. Most companies are overwhelmed by the thought of it or are dismayed with how little data they have. It's okay. This episode explains why it's important to just start and keep your end game in mind.||11/6/2018||Free||View in iTunes|
||Clean025 - CX Needs to Have a Seat at the Table||Sales, Marketing, IT, HR are all present at the C-Suite level board room table. CX needs a seat as well. CX is the glue that holds all divisions and departments together to work in the best interest of the customer and to grow the company. This...||10/30/2018||Free||View in iTunes|
||Clean024 - Lack of Momentum Stalls Customer Experience Focus||Even with the best of intentions, letting too much time pass between milestones or not gathering the results or feedback from surveys or focus group drops all CX work into the background. This episode shares how to ensure progress is made to see...||10/23/2018||Free||View in iTunes|
||Clean023 - The Difference Between Customer Success and Customer Experience||Customer Success and Customer Experience are often used interchangeably when they are, in fact, two very different things. This episode explains the difference and where you should be putting your focus.||10/16/2018||Free||View in iTunes|
||Clean022 - The Little Things Add Up in CX||There is no one big thing that makes a big difference... it's all of the little things that combine to promote the people and customer focus of CX. This episode explains this further to guide your mindset to CX success.||10/9/2018||Free||View in iTunes|
||CleanPut Caring Into Your Customer Experience||A huge part of CX work is being sure your customers feel that you CARE about them while working with your company, product and service. This episode presents the mindset needed to get the foundation strengthened before you spend money and energy on...||10/2/2018||Free||View in iTunes|
||Clean020 - Get Customer Feedback & Insights with Focus Groups||Engaging and connecting with your customers directly is the best way to gain insight on how they feel about the way you work with them and run your business. This episode shares how to set your focus and purposely run an effective Focus Group. You'll...||9/25/2018||Free||View in iTunes|
||Clean019 - Customer Service Week Suggestions||Customer Service is an important part of the Customer Experience you deliver. This episode shares what Customer Service Week is all about and gives several suggestions for each day of the week for you to celebrate and encourage your teams.||9/18/2018||Free||View in iTunes|
||Clean018 - Let Your Customers Define and Shape Your Customer Experience||Defining Customer Experience can get pretty confusing because everyone defines it a bit differently. This podcast shares how the customer is really the one defining it and should play a large role in shaping the desired experience because they are...||9/11/2018||Free||View in iTunes|
||Clean017 - Treat Your Frontline Staff Like Royalty||Your frontline staff work directly with your customers. You place a lot of value on the work they do, yet do you train, support, and coach them accordingly? This episodes shares how valuable your frontline staff truly is to your company and how you...||9/4/2018||Free||View in iTunes|
||Clean016 - Build Interal Relationships to Support CX||Building internal relationships makes coming together across teams to improve the CX so much easier. When you build the trust and rapport with each department, you'll be able to address issues, touchpoint, and projects with an understanding of what...||8/28/2018||Free||View in iTunes|
||Clean015 - Your Product ISN'T What Customers Are Buying||What you sell is NOT what your customers are buying. What they are really buying is the relationship you promise them. They are investing in what you promise to deliver. The key is the relationship factor. They want to know they are buying from the...||8/21/2018||Free||View in iTunes|
||Clean014 - Is NPS a Useful Metric?||NPS is a popular metric that many companies use. But is it really actually useful? Kristina explains the pros and cons and gives her take on how to best use it.||8/14/2018||Free||View in iTunes|
||Clean013 - Addressing Customer Pain Points||Addressing the pain points customers experience seems basic... but it needs to be done strategically and with the ideal outcome in mind cohesively. This episode explains how...||8/7/2018||Free||View in iTunes|
||Clean012 - How Reliable Is Your CX?||Reliability is one of the key factors in building customer loyalty. Learn why it is so and how to find out where customers think you drop the ball.||7/31/2018||Free||View in iTunes|
||Clean011 - Using Empathy to Build Human CX Relationships||Empathy is essential in all Customer Experience work. This episode shares why and how impactful it is, along with examples on how to show empathy when working with customers and clients.||7/24/2018||Free||View in iTunes|
||Clean010 - The Last Impression Counts More Than You Realize||The "Last Impression" your customer has of your company counts as much as, if not more than, the first impression. The last impression is carried in the customer's mind until they interact with you again and greatly impacts their willingness do do...||7/17/2018||Free||View in iTunes|
||Clean009 - Getting Leadership Buy In for CX Results||Leadership and C-Suite support is essential for any successful CX initiative. This episode gives suggestions and examples on how to understand and address the concerns of those that haven't yet jumped on board.||7/10/2018||Free||View in iTunes|
||Clean008 - Creating a CX Journey Map Effectively||Journey Maps - Done right... they are invaluable to your company working to drive customer loyalty. Done wrong... they are a waste of time, energy, and resources. This episode explains how to avoid overwhelm and create one that will guide your...||7/3/2018||Free||View in iTunes|
||Clean007 - CX Depends on Hiring Right||Having the right people in place to execute and implement the decisions you are making around your CX is key. This episode explains why and gives tips on how to increase your chances of CX success in your next hiring decision.||6/26/2018||Free||View in iTunes|
||Clean006 - Get Inside CX Intel Firsthand||Your Customer Experience efforts are only as good as the folks who are implementing and executing them. Get the inside scoop on what they need to deliver your desired customer experience by doing this one thing...||6/19/2018||Free||View in iTunes|
||Clean005 - CX From the Customer Perspective||There is one single thing that is truly the most important thing in business... The Customer Perspective. How the customer feels about the way you work with them and how they feel about it will determine if they continue to do business with you and...||6/15/2018||Free||View in iTunes|
||Clean4 - CX : It's All About the ROI and $$||This episode dives into the ROI for your Customer Experience efforts. You'll discover how much you can gain - or lose - based on your focus of the Customer Experience.||6/13/2018||Free||View in iTunes|
||Clean003 Integrating Your Core Values Into the Customer Experience||The experience your customer have when working with your company should reflect the core values you've identified to sustain your company culture. If not, everything is left to chance. This episode explains how to identify and describe the core values..||6/12/2018||Free||View in iTunes|
||Clean002 - Corporate Culture's Impact on the Customer Experience||Why all the fuss about corporate culture when talking about the Customer Experience ? This episode explains WHY you need to be in control of it and how it can positively and negatively impact your Customer Experience.||6/8/2018||Free||View in iTunes|
||Clean001 - What Customer Experience IS and ISN'T||This episode demystifies what the Customer Experience is and how customer service is something entirely different.||6/8/2018||Free||View in iTunes|
||Clean000 - About this Podcast||Tune in to discover how this podcast will help you - the business leader - understand and execute a successful Customer Experience initiative to grow your customer base and sales.||6/8/2018||Free||View in iTunes|
Getting Leadership buy for CX results
Great and so necessary in this age of many channels of communicating with our clients. Kristina has a great understanding of the importance of our customer’s experience with our company. It is a process and mgmt. must be willing to dig in and possibly hear negative feedback to get this started. I like Kristina’s approach that this is not a quick fix and this journey may take time but your customer relations and company will be stronger through this. We need this in our organization!
Getting Leadership buy in for CX results
Wow! Truly impressed with Kristina’s ability to hone in on key strategies for leadership buy in. Her podcast is done in a very clear, concise manner. It feels like she’s sharing her CX knowledge over a cup of coffee with you.
I like this podcast a lot! It's got a lot of great information presented in a way that doesn't overwhelm me, but gets me excited that I can really make some changes with customer experience in my company.