Jennifer Evans

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 abundance available in your organization’s first task. Once you’ve narrowed down your KPI or metric it is time to set...

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 with me. I have all the answers to my fitness journey at my fingertips. I’m gonna be in tip top...

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 to a group of professionals and when it came time for the question and comments portion of the afternoon, one...

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 negative verbiage on your website, signs in your office or an overflowing garbage can in the lobby these cues can...

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 for returning a dead plant. Shock and outrage followed by a barrage of reasons why it was a bad idea....

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