Jennifer Evans
Jennifer Evans
With 20 years in customer experience leadership, I’ve managed teams of over 120 employees in a variety of functions including sales, design, and customer service. Additionally, I have facilitated training and workshops on topics including leadership development, sales, business ethics, customer mapping and turning insight to action with customer satisfaction KPIs. Being a CX Coach has allowed me to share my experience and help organizations grow into the brand that their customer can’t live without. I’m proud to be an MBA graduate from Northern Illinois University.
Don’t Quit Your Metrics
One of the most important things I like to speak about with teams is measuring their customer experience success. Selecting your measurement(s) from the...
How to Overcome Metrics Mania
I recently starting using a nutrition and fitness app and I am amazed by how much data and information it captures, computes and shares...
This Sounds Very Pro Customer?
Is there a good time to break up with your client? I recently had the opportunity to present an overview of customer experience training material...
Spotting an Eye Roller . . . and Other Negative Cues
One of the quickest ways you can improve your customer and client experience is by auditing your organization for negative cues. Whether it be...
The Value of a Dead Plant . . . Turning your Policies into Guidelines
If only you could see the disbelief in my employee’s eyes when I told her that she should give the customer her money back...