Kinetic Edge Consultants

10/13/2021

It is an easy path starting with the Employee Experience that leads directly to the Customer Experience and then to Profit.
There are many ways to incorporate the employee experience into the customer experience. Start by asking your teams and individuals what they need to increase customer experience.
It is always surprising that this simple question is not asked and the power that it has in turning a business. This is the best investment a business can make.

10/04/2021

There are a few times in life when you are this excited and, it is exciting to share that Patty Soltis has earned her Certified Customer Experience Professional Certification (CCXP) from the Customer Experience Professional Association (CXPA).
She is also co-chairing the FL Network of the CXPA, sharing strategy and leading the Book Of Knowledge for the CXPA.
The CXPA is the premier global non-profit organization dedicated to the customer experience profession. The CXPA increases the impact and visibility of customer experience professionals, facilitates effective member-to-member sharing and establishes respected standards. CXPA created the CCXP credential and certification.

09/09/2021

Yes, providing external customer service is important, but don't forget about your internal customers who keep the business functioning. Research shows that internal customer service can impact job performance, retention, employee satisfaction, and ROI.

Today's topic includes:

1. How internal customers differ from external customers
2. The connection between internal customer service and an organization’s overall success
3. Steps can a leader take to assess and improve internal customer service.
4. Best practices a leader can implement to encourage a mindset shift around performance and internal customer service

Providing external customer service is important, but don't forget about your internal customers who keep the business functioning. Research shows that internal customer service can impact job performance, retention, employee satisfaction, and ROI. My guest today is Patty Soltis. She is a customer e...

09/01/2021

The answer to increasing sales and profit comes from the customer experience. All paths lead to converting prospects, growing customers and retaining clients.
Look at your sales strategy to see how you want to do this then evaluate to see how you are doing.

08/19/2021

An interaction with a customer is not just in the purchase, it is in the customer journey. The customer becomes aware of a need and considers options in the pre-purchase phase. Then makes a decision to purchase - or not. Following the purchase, comes the post-purchase interaction to retain the customer and create an advocate.
That is the customer journey and understanding the pre-purchase, purchase and post-purchase phases creates sustainable sales for an organization.

08/16/2021

Customer experience is at the center of the sales process. Layer the sales cycle with the customer journey map to create a buying cycle leading your prospects to advocacy.

08/11/2021

Imagine if 86% of people would pay more for a better experience what other benefits exist. Moving someone from PROSPECT to CUSTOMER to CLIENT to ADVOCATE will drive many long term advantages for an organization.
Customer Experience makes the difference when building a buying cycle for sustainable sales and long term profit.

06/11/2021

Learning about how to grow profitable sales is all about focusing on the customer experience. Register for this webinar with Karl Sharicz and Patty Soltis to make significant progress with Sales and CX to move your business forward.

Featuring Patty Soltis: Principal Customer Experience Consultant with Kinetic Edge Consultants and guest host Karl Sharicz CEO of HorzonCX

12/21/2020

mprovements in the Customer Experience work on all components of your business, including increasing sales AND decreasing expenses.
It is simple math that sales improvement and lowered costs equal greater profit. As you have built your strategy for 2021, make the changes to build the customer experience then plan what to do with the additional profit.

12/17/2020

Strategies are in place for 2021, make sure that the customer experience is part of your strategy. Customer Experience will become the most component of the decision making process for the consumer in 2021.
Your CX is part of culture, processes, metrics, technology, marketing and all aspects of your business. Set up for success as you move into the new year.

Setting Your Customer Experience Strategy As we move quickly through the end of the year, goals are being set for the next four quarters. Most companies start by setting sales and profitability goals.

12/15/2020

Communication is a pillar in customer experience and clear modes of communication drive customer success.
Our expert panel on Currnt recently covered this topic and shared their valuable insights. This is a dynamic group of professionals in many industries that I have the pleasure of facilitating. Thanks to Derek Desrosiers, BSc(Pharm), RPh, Sharon Lewis, MBA, and Leonardo Rodriguez!
As a customer experience geek and guru, there is nothing you can do that is more valuable to drive your business than place customer success at the core of your strategy.

There are a variety of methods to collect feedback and communicate with customers. The company needs to test and select the best option to attain feedback.

12/11/2020

So much to be lost and even more that can be gained. Include a customer experience strategy in your 2021 planning. Set objectives, goals and metrics to measure your success and know when to course correct.