Evan Romrell
@RomrellEvan
CX leader turning customer pain points into practical, measurable improvements. Leadership-driven, employee-first, CX without the fluff.
Friction drains loyalty. Simplify to win. “In his post, @Hyken says convenience now outpaces friendly service as the top loyalty driver.” Keep it simple = keep them coming back. #CX #CustomerExperience #SimplicityWins 🔗hospitalitynet.org/opinion/409391…
AI can take us 80% of the way—the last 20% needs a human hand. ▶️56% walk away from bad service ▶️54% say only a person can fix it Let’s build CX that blends speed and empathy. knowledge.wharton.upenn.edu/article/can-ai… #CX #AIinCX #CustomerExperience
Great CX starts with great EX. 📊 70% of team engagement is driven by managers (Gallup) Empowered teams drive better customer outcomes. #CX #EX #EmployeeEngagement 🔗 gallup.com/workplace/2364…
Top 10 Cx Pain Points: 1. Long wait times 2. Repeating information 3. Inconsistency 4. Clunky digital systems 👇Check the visual for the rest of the list Each one is a missed opportunity to build trust & loyalty. You probably have a few in your org- which is your biggest issue?
Great CX starts with empowered employees. Leaders who facilitate, not micromanage, foster trust, creativity, and better customer outcomes. 💬 “Doing less achieves more” 🔗 champagnecollaborations.com/the-role-of-fa… #EX #CX #Leadership
Asking for feedback but never using it? That’s just a suggestion box running into the shredder. Customers took the time to speak — don’t leave them hanging in silence. #CX #Feedback #VoiceOfTheCustomer
You wouldn’t clean your living room by shoving the mess into the hallway. Don’t make operational changes that just shift problems onto customers. Good CX clears the whole path. #CX #EX #CustomerExperience #Leadership
Your reviews are your reputation. Acknowledge them all. Respond to every concern. 😡 Fast. Letting it fester? Never makes it better. 🔥 Good read via @Shopify 👉 shopify.com/blog/review-ma… #CX #CustomerExperience #ReviewManagement
Ever had a leaky pipe and someone hands you duct tape? 🛑Technically, a solution — but not the right one. CX is no different. It’s not about fixing something fast, it’s about fixing it right. Because is CX, "good enough" just isn't. #CX #CXLeadership
Great CX isn’t about being perfect — it’s about how you respond when you’re not. Mistakes are make-or-break moments. Own them. Fix them. And leave your customer better than before. That’s where real loyalty is earned. #CX #MomentsOfTruth
Ever been stuck on a rollercoaster you didn’t want to ride? That’s what bad CX feels like when companies make changes for their own convenience, not the customer’s. Are you building experiences your customers actually want to ride? #CX #VoiceOfTheCustomer #Leadership
What is an exponential customer? The term exponential customer may not be familiar to everyone. I was reminded of the term when preparing to be interviewed for a podcast hosted by @NICELtd , a major player in the customer experience (CX) world whose AI-powered offerings help…
Always love @Hyken's weekly articles. Great stuff in here!
This week’s top CX articles explore what drives loyalty, how to manage online reviews effectively, and what sets Medtronic apart after 76 years. Plus, insights on agentic AI and why some agents are tired of being mistaken for bots. Here's the full roundup:…
How your team responds when there is a problem is a make-or-break moment and where your true customer culture shows through.
Can a mistake actually strengthen customer loyalty? @Hyken believes the key is in how companies respond. A well-handled issue does more than fix the problem. Watch our latest podcast with Shep and @Amelia__Earhart: youtu.be/gW9LetYQVNY