Podcasts by Crack the Customer Code
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
Further podcasts by Adam and Jeannie
Podcast on the topic Wirtschaft
All episodes
478: The CX of Right to Repair from 2022-02-22T12:00
The right to repair is a big discussion right now. Many feel that companies have gone too far in making their products hard to repair, and users now want to be able to fix the products they buy. Na...
Listen477: Michael Bartlett, The Dark Side of CX from 2022-02-15T12:00
Michael Bartlett has a lot of interesting and, frankly, very unique ideas on customer experience. He’ll discuss how he connects other fields to CX, all in an effort to improve it and help CX profes...
Listen476: Is CX Dead in Banking? from 2022-02-08T12:00
Customer experience and banking – an old topic, but one that needs to be discussed. Some would say that they go together and have to go together, and they point to many trends that might be able to...
Listen475: Brad Cleveland, Leading the Customer Experience from 2022-02-01T13:00
Some might not believe it, but there is still a debate between customer experience and customer service, even though the former includes the latter. The first guest of the new season, Brad Clevelan...
Listen474: Season Intro from 2022-01-31T13:00
Welcome back to Crack the Customer Code! With so many changes in the world of customer experience, expect the upcoming season to be jam-packed with important knowledge, insights, and opinions you’l...
Listen473: Bourbon Summit, Season Finale from 2021-11-02T12:00
This is one of the longest Bourbon Summits in the show's history, and Jeannie and Adam survived, don't worry! But more importantly, it was one of the longest as so many things had to be covered. Fr...
Listen472: Marlanges Simar, Prime Therapeutics from 2021-10-26T11:00
It's incredibly challenging being the CX leader, especially when you're always looking for support from the rest of the organization. That's why the advice Marlanges Simar has is so powerful and en...
Listen471: When the Frontline is the Last to Know from 2021-10-19T11:00
Recently, there have been so many changes with the rapidly evolving technology and the pandemic, but something hasn't been included – the frontline workers. This always leads to problems as your fr...
Listen470: Dan Gingiss, The Experience Maker from 2021-10-12T11:00
Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to success. He has a lot of advice to give you on achieving thi...
Listen469: Frictionless vs. Memorable CX from 2021-10-05T11:00
Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially since so few brands are successful at being both memorable a...
Listen468: Greg Lisiewski from 2021-09-28T11:00
The way we view the payment part of the customer journey needs to change, and it needs to become another important part of what we look into in the customer experience segment. Greg Lisiewski from ...
Listen467: How Location and Design Impact CX from 2021-09-22T11:00
Sometimes, customers can't reach a location, or they don't find the physical store attractive enough. Unfortunately, these problems that businesses face have reached new levels during the pandemic,...
ListenBonus Episode: Noa Danon from 2021-09-20T11:00
In this special sponsored episode, we’re talking with Noa Danon, Co-Founder and CEO at EverAfter.ai. Thank you to EverAfter for sponsoring this episode. We’ve talked a lot about Artificial Intelli...
Listen466: David Horsager from 2021-09-14T11:00
A term we use a lot in business and customer experience is 'confidence', but where does that confidence come from? It comes from trust. It's easy to forget how fundamental trust is to any relations...
Listen465: Customer Effort 2.0 from 2021-09-07T11:00
The worst of the pandemic is behind us, but a big question arises: How tolerant are customers now? Or better said, are they more or less tolerant than they were before the pandemic? Learn more abou...
Listen464: Theodora Lau from 2021-08-31T11:00
The customer journey needs to be integrated into customers' lives and the notion of what they want to get from it. It's just one of the things we need to truly understand to improve the overall exp...
Listen463: Pronouns and How to Use Them from 2021-08-24T11:00
Customer service agents are getting better at referring to people using gender-neutral pronouns, but this can always improve, and it should improve. Leaders need to take action and work on this so ...
Listen462: Shep Hyken from 2021-08-17T11:06:37
Shep Hyken talks about a couple of essential things from his book in greater detail. You'll get vital knowledge on why customers terminate their business with you and what you can do to increase yo...
Listen461: How Customer Experience Management Has Changed from 2021-08-10T11:00
There’s a big difference between customer experience and customer experience management, which is another central point that will be elaborated on in this episode. It's a distinction that should in...
Listen460: Alison Lichtenstein, Who Is the Media's Customer? CX at Dow Jones from 2021-08-03T11:00
Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies' customer experience. She particularly has a bit of advice for leaders of companies that haven...
Listen459: Season Intro from 2021-08-02T11:00
Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes to come. This is a quick intro to the new season, but tune in to learn what you can expect to get in ...
Listen458: Bourbon Summit, Season Finale from 2021-04-30T11:06:43
In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed. Moreover, they talk about all the bumper stickers of the season, including thei...
Listen457: Tom Karinshak, Navigating Change at Comcast from 2021-04-27T13:05:01
2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their customers, and top-notch leadership. Tom Karinshak and Comcas...
Listen456: Ovetta Sampson, Empowerment Through Design from 2021-04-20T11:00
AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of interesting advice to give leaders who are not yet familiar en...
Listen455: Riaz Raihan, Improving CX with AI from 2021-04-13T10:55:32
AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of companies, as long as they implement it correctly. Riaz ...
Listen454: The War Between Efficiency and Experience from 2021-04-06T11:00
The tension between customer service and efficiency creates many problems, and you'll hear about some interesting examples in this episode. What's more, Jeannie and Adam will discuss the possible s...
Listen453: Chip Bell, Your Customer's Imagination from 2021-03-30T11:00
Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to le...
Listen452: The Customer Experience Goalposts Keep Moving from 2021-03-23T12:00
The 2021 Customer Expectations Report by Gladly is out, and Adam and Jeannie talk about some of the more interesting findings from it. These numbers are bound to influence your business, especially...
Listen451: Ramon Ray, Small Business Experience from 2021-03-16T11:00
Ramon Ray talks to us about how important customer experience is for small businesses and why technology is the biggest part of improving the experience today. Ramon explains how to determine which...
Listen450: Gain Insights Through Community from 2021-03-09T12:00
Do you know how valuable the insights gained from active communities can be? If you don't, then this is certainly the episode for you! Jeannie and Adam will discuss things that haven't been covered...
Listen449: Ross Wainwright, Alida: Truth in Action from 2021-03-02T12:00
Managing cultural change is always challenging. Ross Wainwright discusses the processes and hard decisions behind the transformation from Vision Critical to Alida, including the cultural, branding,...
Listen448: How Will Consumer Sentiment Affect CX in 2021? from 2021-02-23T12:00
Many business leaders are worried that things won’t go back to normal, so Adam and Jeannie have a few interesting stats and opinions that could help you. This episode should have enough useful info...
Listen447: Steven Van Belleghem, The Offer You Can't Refuse from 2021-02-16T12:00
Thinking globally but acting locally is an idea that’s rarely discussed in customer experience. This is what we talk about, among other things, with our guest, Steven Van Belleghem. Steven understa...
Listen446: Digital Customer Behavior from 2021-02-09T12:00
AI and machine learning are changing the game, and we are bound to see more benefits for the world of customer experience very soon. The current goal is to automate routine interactions and leave h...
Listen445: Christine Rimer, Learning from the Data from 2021-02-02T12:00
2020 changed a lot of things for both customers and customer experience leaders. Christine Rimer works with customer experience leaders and knows exactly what troubles them and how to help them. Ch...
Listen444: Season Intro from 2021-02-01T15:35
Crack the Customer Code is back! Jeannie and Adam are back with us again after a long pause since October 2020. However, they weren’t idle, and they bring with them a lot of changes and improvement...
Listen443: Bourbon Summit from 2020-10-27T12:00
It’s time for another one of Adam and Jeannie’s famous bourbon summits! What's more, this will also be a very special episode. That's because a significant change is coming for Crack The Customer C...
Listen442: Terrible Customer Communication from 2020-10-20T11:00
The specific words and phrases you use can be received quite poorly. That's why companies should prepare training for their employees, and leaders should learn in advance what works and what doesn'...
Listen441: James Dodkins, Rockstar CX from 2020-10-13T11:00
James is here to talk about proactive experience recovery and how being proactive in CX matters more than merely fixing the issues your customers have. The results you can provide for your customer...
Listen440: When Employees Want to Keep Working at Home from 2020-10-06T11:25:46
Are we ready to come back to the office? Or do most of us still want to stay working from home for the time being? You will hear a lot about what the research says and some advice for companies and...
Listen439: Clare Muscutt, Empowering Women in CX from 2020-09-29T11:00
Very few of us went to kindergarten, saying, “I want to be a CX professional!” That's why it's fascinating to delve into how some of us went into this business. Clare Muscutt has one of those stori...
Listen438: Stay Focused from 2020-09-22T11:00
In this episode, you'll learn how to improve your focus. There are plenty of things that can help you as much as they have helped others, even though you might think they can't. The key is to try a...
Listen437: John Garrett, What's Your And? from 2020-09-15T09:52:39
Your career should be more than the good old I'm-doing-the-work. It should be about forming real relationships and showing another side of you that's different from the professional side. In this e...
Listen436: Supporting Your Retail Employees in an Angry World from 2020-09-08T11:00
The fact is that there is a lot less business in the retail sector as of late due to the whole global pandemic situation, but there are a lot more viral stories about retail. Many of these stories ...
Listen435: Eric Prugh, Self Service Customer Experience from 2020-09-01T12:00
Why should we do self-service, how can you do it, and how can you incorporate it into customer experience? These are the things we'll discuss and crack open today, but we'll also cover compliance, ...
Listen434: CX in Stay-At-Home Scenarios (AR/AI) from 2020-08-25T11:00
One of the things that Adam and Jeannie would like to have us all consider is when there are segments of customers who aren't familiar with new software, these customers want to buy, but they can s...
Listen433: Neal Schaffer, The Age of Influence from 2020-08-18T11:00
Influencer marketing isn’t about getting the Kardashians to post on social media for you. It can be smaller than that, but it’s also about much more than that. Neal Schaffer discusses how to market...
Listen432: Cross-functional Leadership for CX Success from 2020-08-11T11:00
Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX su...
Listen431: Alain Hunkins, Cracking the Leadership Code from 2020-08-04T11:24:23
Empathy and emotional intelligence mean a lot in business, and they are not the so-called touchy-feely stuff we want eliminated from the realm of business. Alain knows this, and his ideas have help...
Listen430: Are Consumer Behavior Patterns Permanently Changed Because of COVID? from 2020-07-28T12:07:17
Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. L...
Listen429: Stephanie Thum, Inclusive CX from 2020-07-21T11:00
vWe haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a Cer...
Listen428: Are COVID Surcharges Good or Bad CX? from 2020-07-14T11:00
Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. N...
Listen427: Michel Falcon, Post-Pandemic Restaurant Experience from 2020-07-07T11:00
The world has already changed drastically, and the people in the hospitality industry and the entire service sector are completely shifting their views on the careers they have. Michel Falcon has s...
Listen426: The New Normal for B2B from 2020-06-30T11:00
The B2B world had already begun to change even before the pandemic, so now is the right time to embrace the new normal and find the right way to deal with it. Even though it seems next to impossibl...
Listen425: Donna Cutting, Rolling Out the Red Carpet for Customers from 2020-06-23T11:00
Offering the red carpet treatment is not something that companies have never done before. However, Donna has made an effort to give precise advice to many leaders who don't know how to ensure their...
Listen424: 5 New Considerations for the Remote Work Era from 2020-06-16T11:02:35
There are five new considerations in this new world of remote work, and you have to consider them if you want to continue providing an excellent service to your customers. Remember, it's all about ...
Listen423: David Priemer, The Sales Experience from 2020-06-09T10:22:53
Listening is so basic, and is still one of the things we often forget to do as sellers. David Priemer explains how you can get past that. David talks about the generational gap that's preventing so...
Listen422: Lessons from a Joint Virtual Keynote from 2020-06-02T11:33:49
Jeannie and Adam have five main lessons they learned from presenting digitally, all of which can benefit any speaker in a virtual environment. The digital stage is still something you have to prepa...
Listen421: Michel Feaster, Journey-Centered Experiences from 2020-05-26T08:30
Michel is well aware of the faster pace most companies are opting for to survive these times and advance. She is here to tell us how organizations can change and reach a new level of innovation, th...
Listen420: Focus on Fundamentals from 2020-05-19T11:00
There are five essential basic principles and they never change, so it's crucial to review them and remind your team that, despite the changes in the world, these fundamentals are still valid now m...
Listen419: Dan Reese, Community and CX from 2020-05-12T11:00
The online world has changed a lot since its inception. We now have a world where you can find a like-minded community online, no matter what your interests are. We talk about online communities wi...
Listen418: Do We All Need New Journey Maps? from 2020-05-05T11:00
Everyone in CX should know that things are changing rapidly now, customers have new challenges and obstacles, so we need to work on changing their journey maps to help them in the way they deserve....
Listen417: Bernadette Smith, Inclusive CX from 2020-04-28T11:00
We are all individuals, and we are all different, and those differences need to be valued and respected. Bernadette Smith knows that and actively promotes this view, which is why she is here to hel...
Listen416: Measure For Insights, Not Just Metrics from 2020-04-21T11:00
Measurements have somehow become the de facto way of measuring customer experience success. However, the problem with this system is that it doesn’t include insights. We don’t offer enough context ...
ListenBonus Episode: Ryan Lester, Digital Transformation for Today from 2020-04-16T11:22:52
Ryan Lester is here to talk about what’s happening with digital transformation, customer experience, and the strange times we’re experiencing at the moment. He knows the importance of caring for th...
Listen415: Stephen Shapiro, Invisible Solutions from 2020-04-14T11:00
Stephen Shapiro touches upon why so many of us approach problems in the same way, and how you as a leader in customer experience can do it differently. It’s not your job to get the answers, but to ...
Listen414: Be Your Customer's Hero from 2020-04-07T11:00
Join Adam in this short update episode that will undoubtedly be of use to you during these trying times we have collectively found ourselves in as of late. This is the right time to try and serve y...
Listen413: Shep Hyken, The Cult of the Customer Revisited from 2020-03-31T11:00
Shep has a lot of good advice he wants to share on this episode, both of his own and some from his newly edited book. Hear more about his amazement theory that can help both your relationship with ...
Listen412: Short Term Urgency with Long-Term Goals from 2020-03-24T12:00
Jeannie is flying solo in this episode, and she wants to discuss how you can make room for the short term and the urgent things while trying to achieve long-term goals. This is especially important...
Listen411: Stacy Sherman, Being Customer Centric from 2020-03-17T12:45:30
It's easy to talk about a customer-centric culture; there's no doubt about that. But how do we actually do it in practice? It takes a lot of community building throughout the organization to really...
Listen410: Is Technology Forcing Customer Service Teams to Do Sales? from 2020-03-10T12:00
Is technology forcing customer service teams to do sales? It’s an interesting question and one that’s becoming increasingly apparent to many companies. If we answer the question positively, that wi...
Listen409: Micah Solomon, Customer-First Approach from 2020-03-03T12:00
Demands are rising, and companies have to keep on evolving. They want to strive to be the 'Amazon's' of their industry and offer stellar customer experience, but it's not as easy as some think. Plu...
Listen408: What Support Channels Customers REALLY Want from 2020-02-25T12:00
Sometimes customers are not ready for new technology, nor do they want it. The best example is in customer support, and that's precisely what Adam and Jeannie discuss in this episode of Crack the C...
Listen407: Joe Pine, The Experience Economy Revisited from 2020-02-18T12:00
Among the many things Joe Pine will talk about is the money value of time, a concept you will find more than useful. He'll also discuss his idea of the five economic offerings that help you create ...
Listen406: Delta Airlines and the Stakeholder Debate from 2020-02-11T12:00
Rarely do legacy companies manage to do things like these – to set aside what the shareholders want and put their customers first. And as we can see, it pays off, and it is a win-win situation for ...
Listen405: Jeanne Bliss: How Will You Be Remembered? from 2020-02-04T12:00
Jeanne knows how important it is to be remembered by the way you made people feel. That's why she's here to talk about how customer experience has changed, how it's supposed to be done, and the mis...
Listen404: Do Leaders Lie About the Importance of CX? from 2020-01-28T12:00
Most leaders say their company is customer-centric, but their customers rarely feel the same way. If you ask those who are responsible for CX, they usually blame someone else, but the fact remains ...
Listen403: Blake Morgan, The Customer of the Future from 2020-01-21T14:34:25
In this episode, Blake Morgan explains how the customer of the future is already here and how they are getting excellent customer experience from successful, modern companies, and disjointed experi...
Listen402: Focusing Your CX Team in 2020 from 2020-01-14T12:00
The beginning of 2020 is an opportunity to rally everyone around the idea that we are doing what we do for our customers. They are the ones we are trying to help with the business we do. There are ...
Listen401: Annette Franz, Customer Understanding from 2020-01-07T12:00
In this episode we talk with Annette Franz about her book and how communication is a critical tool for employers and leaders. She has two crucial things to tell us here. However, there is more to i...
Listen400 Episodes (and we're still talking to each other) from 2019-12-17T12:00
Welcome to a very special episode of Crack the Customer Code – our 400th episode! For such a special occasion, we thought we would look back at history. It's been so long since we started having co...
Listen399: Alexandra Watkins, Choosing Brand and Product Names from 2019-12-10T21:53
If you’ve been through a branding exercise, where you’re trying to come up with a name for a product or service (and you’re still sane!) you really need to listen to this episode because when we ta...
Listen398: Will CX Become Winner Takes All? from 2019-12-03T14:40
The customer wins, the company wins, the team wins, everyone wins! That's the beauty of CX, and that's why it's important. In this episode of Crack the Customer Code, we talk about the latest resea...
Listen397: Steve Farber, Love is Good Business! from 2019-11-27T23:24:27
Steve is here to talk to us about love in business and customer service and how it has everything to do with them. That’s because customer satisfaction means nothing. When customers love what you’r...
Listen396: Kill The Siloes! from 2019-11-19T12:00
Jeannie teaches you how to start considering siloes in a different light and not in the usual way we do all the time. So, tune in to this Jeannie-centric episode of Crack the Customer Code and lear...
Listen395: Guy Marion, Subscription Economy Retention from 2019-11-12T09:10:51
Guy Marion has a unique position to give us an inside scope of the retention and subscription industry. He talks a lot about how it works and what leaders can do to improve their retention. Compani...
Listen394: Do You Need A CX Think Week? from 2019-11-05T14:30:28
Thinking about thinking matters! It's not a weird concept, and it's not a tautology, it's a valid concept which we seem to have forgotten entirely. The world of today is so hectic and distracting t...
Listen393: Antony Brydon, AI Customer Service from 2019-10-29T12:00
Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about how it affects...
Listen392: Don't Let Contractors Ruin Your Customer Experience from 2019-10-22T11:00
The freelancer or contractor economy has risen with great might and has started to influence the overall customer experience in different ways. From the way it limits the delivery of excellent cust...
Listen391: Max Israel, Art + Science of CX from 2019-10-15T14:48:22
Surveys – we all get them. Companies send about a quarter of a trillion of them yearly, which is too much, as we can all agree. With such overwhelming numbers and the fact that most of them are gen...
Listen390: 3 Ways to Be More Customer Centric from 2019-10-08T11:00
Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that you shoul...
Listen389: Tiffani Bova, Growth IQ from 2019-10-02T15:08:21
If you’re not growing, you’re stagnating and on the decline. We are talking about business growth today. 85% of small businesses will hit a growth stall at some point in their business, and a very ...
Listen388: The Tech Leader's Role in CX from 2019-09-24T11:00
Companies need to realize that it's counterproductive for them to have a lack of collaboration between the technology teams and the other departments. It's essential to start collaborating to provi...
Listen387: Stan Phelps Talks Pink Goldfish from 2019-09-16T15:05
Our guest today is Stan Phelps, a long time friend, who is once again joining us on the show. We are going to continue our talk about the goldfish series. Today, it's time for the Pink Goldfish, hi...
Listen386: Is the Customer Journey Dead? from 2019-09-10T11:00
Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the article...
Listen385: Bill Guertin, The Fan Experience from 2019-09-03T11:00
On this episode we talk with Bill Guertin, a man known in the sports industry as the '800-pound gorilla of sales performance'. He has experience with more than 100 pro teams across North America an...
Listen384: Your Customer's Ecosystem from 2019-08-27T11:00
In this episode, listen as Jeannie explains why you need to change your attitude and focus on what the customer wants, not what you think they want. Your customers are often satisfied with your ser...
Listen383: Engaging Your Superfans from 2019-08-20T11:00
What is the difference between a superfan and a promoter? Promoters promote you, but what does a superfan do? Superfans will make sure you continue to be in the market and will help you stay in the...
Listen382: When Acronyms Escape from 2019-08-13T11:00
Do organizations overuse acronyms when talking to customers? Using acronyms internally is okay, but what happens when they escape and suddenly, customers use them? We discuss how organizations conf...
Listen381: Julie Ann Sullivan: Catalysts of Culture from 2019-08-06T11:00
Culture is the main topic of this episode, and we are here with our longtime friend and fellow podcaster – Julie Ann Sullivan. She focuses on innovative culture, and she has a unique perspective o...
Listen380: Bourbon Summit #3 from 2019-07-30T11:00
Sometimes we all need to have some fun! Welcome to our third Bourbon Summit! For those not aware, it’s when we simply sit down, take a glass of our favorite bourbon, and relax. We don't know where ...
Listen379: Allen Adamson, Shift Ahead from 2019-07-23T11:00
“Timing is everything.” That’s an integral part of the change, the shift in business we talk about in this episode. You need to know when to shift your business if a market change is coming. You ne...
Listen378: The Phrase that Kills CX from 2019-07-16T11:00
In this episode of Crack the Customer Code, Jeannie delivers some great insight and advice about improving customer experience. Every company has an established process when it comes to dealing wit...
Listen377: Karen Jaw-Madson, Design of Work Experience from 2019-07-09T11:00
What we’ve noticed is that people rarely give credit to culture and place it in the category of work experience. Why is that the case? To answer the question, we brought a highly qualified guest – ...
Listen376: 5 Steps To Close The Loop With Customers from 2019-07-02T11:00
In this solo episode of Crack the Customer Code, Adam will talk to you about Closing the Loop with Customers, an essential part of offering the best customer experience – something you most certain...
Listen375: Leena Rinne, A Fellow Code Cracker from 2019-06-25T11:00
Leena talks us through a fantastic approach; "always treat your employees the way you would want them to treat your very best customer." If we think about our best customers and the way we would wa...
Listen374: What's More Personal: Twitter or a Phone Call? from 2019-06-18T11:00
In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is co...
Listen373: Barry Kirk, A Framework for Customer Loyalty from 2019-06-11T11:00
There is a difference between customer experience, which is what’s happening today, and loyalty experience, which asks what’s going to happen tomorrow. The real challenge is to bring loyalty progra...
Listen372: Are Experience Rewards the New Loyalty Programs? from 2019-06-04T11:00
What do diaper brands and Reebok have in common? Better loyalty rewards. Explore a more experience-based rewards system and experience better relationships with your customers, when you get to know...
Listen371: Louis Carter, Emotional Connectedness from 2019-05-28T11:00
Louis Carter, CEO and president of Best Practice Institute, a benchmark research consortium association and management consulting firm that helps organizations and C-Suite Senior executives achieve...
Listen370: How Delta Airlines Encourages Direct Employee Appreciation from 2019-05-20T23:00
Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great w...
Listen369: Jeff Gothelf, Thinking About Design from 2019-05-13T23:00
Jeff explains the differences between Human Centered Design and Design Thinking and how these are applied to solving business problems, to find out whether we are truly building something of value ...
Listen368: When Customer Service Is a Scam from 2019-05-07T11:00
In this episode, Adam and Jeannie share their experiences to give a public service announcement that’s critical to both companies and customers. Adam shares his concern that all the good work we’re...
Listen367: Lee Smith, Putting Fuel Behind Your Sales from 2019-04-30T11:00
Lee Smith stresses the importance putting sales first on your customer journey, saying that the successful and proper use of your product or service is the solution. This is where the salesperson c...
Listen366: Can People Connect to Avatars? from 2019-04-23T05:00
In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car that listens to you! These kinds of connectionsthat people create are becoming mo...
Listen365: Lisa Ryan, Having An Attitude For Gratitude from 2019-04-16T10:00
Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundati...
Listen364: Culture Lessons From The Podcast from 2019-04-09T10:00
Listen as Jeannie shares some highlights from business owners who are really striving for the next level in leading customer culture. Do you really understand the experience you're trying to delive...
Listen363: Technology Lessons from the Podcast from 2019-04-02T10:00
On this episode of Crack The Customer Code, we're going to try something a little bit different. We're going to go back and recap a little bit of what we've learned from our 360+ episodes. We’ve p...
Listen362: Bourbon Cast #2 from 2019-03-26T10:00
One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer servic...
Listen361: Ryan Minton, Thanks For Coming In Today from 2019-03-19T10:00
This episode is all about showing up. We dive into a pretty interesting discussion about teamwork and leadership - and how that affects service. Listen as Ryan explains the inspiration behind his b...
Listen360: The Airport Customer Experience from 2019-03-12T10:00
Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dal...
Listen359: Steve Woodruff, What Makes You Distinct? from 2019-03-05T16:00
Clarity is more important than we think. It’s an interesting topic because we don’t really talk about it because it has everything to do with the success of our business and our customers, so why d...
Listen358: Customer Service Blueprinting: Jeannie's New Course from 2019-02-26T15:00
Jeannie and Adam discuss how to use Customer Service Blueprinting to optimize all the working parts of your overall customer experience, and how Jeannie can train you on this amazing skill today! ...
Listen357: Thomas Hollmann, Customer Experience Education from 2019-02-19T16:00
Jeannie and Adam welcome Dr. Thomas Hollmann of Arizona State University to tackle the customer experience education gap between academia and real-world business. Decoding Customer Experience Edu...
Listen356: Will Chatbots Be Everywhere? from 2019-02-12T14:00
Adam and Jeannie discuss the rapid evolution of chatbots across industries and how to make the best decisions around existing and emerging chatbot technology. Chatbots are the new black Chatbots a...
Listen355: Lisa Ford, Customer Service Excellence from 2019-02-05T14:00
Adam and Jeannie welcome renowned speaker and customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. Unraveling the DNA of...
Listen354: Are you neglecting key moments in the customer journey? from 2019-01-29T15:00
Jeannie Walters CCXP explains how to find and leverage key moments that are typically overlooked, but have a great emotional impact on how customers perceive and remember the customer journey. Ar...
Listen353: Scott McKain, Make Your Organization Iconic from 2019-01-24T15:00
In this powerful interview, globally recognized author Scott McKain shares the secrets behind brands and leaders who go beyond differentiation to become iconic. Does your brand stand out in meani...
Listen352: Keeping Knowledge When Superstars Leave from 2019-01-15T14:00
Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Employee turnover is at an all-time high, so there’s ...
Listen351: Mark Sanborn, Extraordinary Leadership from 2019-01-08T05:00
Renowned speaker and author Mark Sanborn shares his leadership wisdom to inspire every employee to deliver extraordinary customer experiences, every time. Leadership is not just for leaders...or ...
Listen350: New Year's Resolutions from 2019-01-04T15:00
Adam and Jeannie kick off 2019 with some of the best resolutions you can make to continuously improve customer experience and customer service all year long. Are you ready to kick off a customer-...
Listen349: Mark Colgate, The Science of Service from 2018-12-19T15:00
Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. Get customer service down to a science The problem with custom...
Listen348: Predictions for 2019 from 2018-11-28T14:00
Jeannie and Adam dust off the crystal ball and have some fun bringing you their expert customer experience predictions for 2019. What are our top predictions for 2019? It’s that time of year agai...
Listen347: Jay Baer, Talk Triggers from 2018-11-21T14:00
Jay Baer enlightens us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. Create amazing...
Listen346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience from 2018-11-14T15:00
Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition....
Listen345: Understanding the Peak-End Rule from 2018-11-06T14:00
Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers...on purp...
Listen344: Shaun Belding, The Journey to Wow from 2018-10-30T15:00
Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. Are you on your Jou...
Listen343: Are Subscription Boxes Filled with Data Gold? from 2018-10-23T13:00
Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. Subscription boxes enter the data revolution In the past few year...
Listen342: Ruben Ocampo, Service Design from 2018-10-16T13:00
Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach t...
Listen341: Is Word of Mouse Getting Less Important? from 2018-10-09T13:00
Adam and Jeannie discuss the apparent decline in trust of Word of Mouse and how businesses and consumers are navigating the misinformation associated with online reviews. Navigating the new Word ...
Listen340: Marti Konstant, the Agile Careerist from 2018-10-02T13:00
Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. Why career agility is a...
Listen339: Customer Journey Mapping is Not One Size Fits All from 2018-09-25T14:30
Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. Customer Journey Mapping: What’s holding you back? When the subjec...
Listen338: Danny Schuman, The Worst Business Model from 2018-09-18T15:30
Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of T...
Listen337: Is Chat Better than Phone for Customer Service? from 2018-09-11T13:00
Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. Why is chat better than phone for some customers?...
Listen336: Joshua March, Social Media Messaging from 2018-09-04T13:00
Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. Customer service ef...
Listen335: Do You have a Purchase or Usage Brand? from 2018-08-28T13:00
Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand and how that translates to better customer experiences, and ultimately, greater long-term success. Your c...
Listen334: Melissa Agnes, Preparing for Crisis from 2018-08-21T13:00
Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. Will Crisis Management save your brand? Most b...
Listen333: Don't Make Assumptions About Your Customer's Journey from 2018-08-14T13:00
Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly.Your ...
Listen332: Alan Schaefer: Banding Together from 2018-08-07T13:30
Adam and Jeannie discuss an innovative approach to resolving collaboration issues and working together harmoniously with Alan Schaefer, CEO and Founder of Banding People Together.Take collaboration...
Listen331: There’s No One Way to Do Customer Experience from 2018-07-31T13:00
Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right.What’s the best way to “do” customer experie...
Listen330: Jess Pettitt, Good Enough NOW from 2018-07-24T17:00
Author and renowned speaker Jess Pettitt flips diversity training on its head to help us check our biases and stereotypes to not only reduce friction, but to leverage them for better experiences an...
Listen329: Be a Customer Experience Change Agent from 2018-07-17T13:30
Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. Who is the customer experience change agent for y...
Listen328: Customer Service Phrases that Are a Problem from 2018-07-10T11:30
Adam and Jeannie offer customer-centric alternatives to common customer service phrases that seem innocent but tend to trigger negative emotions. Are these customer service phrases causing unnece...
Listen327: Jeff Toister, Service Culture from 2018-07-03T12:30
Bestselling author and global speaker Jeff Toister returns to the show with amazing tips and actions for creating and executing on your vision for an outstanding service culture. What’s your visi...
Listen326: Succeeding with Difficult Customers from 2018-06-26T12:00
Adam and Jeannie share tips and insights around succeeding with, rather than just dealing with, difficult customers. Plus, we’re introducing Adam’s new course to help you become a pro at this! ...
Listen325: Kelsey Brown, Fighting for Transparent Pricing from 2018-06-19T11:30
Jeannie and Adam discuss how lack of transparent pricing harms your business and what you can do to stop feeding into the “norm” of hidden fees without jeopardizing your sales. Better customer ex...
Listen324: A Good Product Is Not Enough from 2018-06-12T11:30
Adam tells a customer experience horror story about a good product surrounded by a nightmarish customer journey. The scary part is that your brand could be doing this to customers! Your good prod...
Listen323: Neen James, Attention Pays from 2018-06-05T11:30
Jeannie and Adam interview Neen James, global speaker and bestselling author, to expose the difference between intentional and transactional attentions, and how that difference is vital to your suc...
Listen322: Rise of the Service Machines from 2018-05-29T12:30
Adam and Jeannie discuss facts and insights around emerging customer service tech in the retail and foodservice industries. The service machines are coming to get us! They really are! But maybe i...
Listen321: Jesse Cole, Revolutionizing the Ballpark Experience from 2018-05-22T13:30
Jeannie and Adam interview Savannah Bananas owner Jesse Cole, whose transformation of the ballpark experience has turned an underdog sports team into a booming business. What can you learn from t...
Listen320: The STORY of Retail Experience from 2018-05-16T13:00
Jeannie and Adam explore the innovative retail experience created by STORY and how you can surprise your own customers with unexpected value in the real-life shopping experience. Is your retail e...
Listen319: Jeanne Bliss, Is Your CX Mom-worthy? from 2018-05-08T14:00
Jeannie and Adam interview 35-year customer experience pro Jeanne Bliss about her new book “Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard For How To Treat Your Customers.” Does ...
Listen318: How Important Is the CX of Former Customers? from 2018-05-02T12:00
Jeannie Walters CCXP shares expert tips for engaging former customers and insights on how to treat those who are leaving you. How can your brand flourish by focusing on these parts of the journey? ...
Listen317: Anne Bahr Thompson, Do Good from 2018-04-24T13:00
Jeannie and Adam discuss the concept of social responsibility with Anne Bahr Thompson, author of Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Customers today expect a lot...
Listen316: Can Toys R Us Survive? from 2018-04-17T12:30
Adam and Jeannie discuss the looming demise of Toys R Us and how a focus on customer experience innovation could make all the difference. Toys R Us succumbs to innovative retail experiences Wheth...
Listen315: Joey Coleman, Never Lose a Customer from 2018-04-10T12:30
Jeannie and Adam interview award winning speaker and author Joey Coleman to discuss how the first 100 days is critical to increase customer retention and ultimately, lifetime profit. The untold t...
Listen314: The Power of Empowerment: What I Wish I Knew from 2018-04-03T12:00
Adam Toporek reveals how lack of employee empowerment creates unnecessary challenges for growing businesses and shares how you can empower your staff to deliver better experiences. Empowerment is...
Listen313: Is AmazonGo the Future? from 2018-03-27T12:30
Adam and Jeannie discuss the innovative approach of AmazonGo and how it may foreverchange the retail customer experience. Will AmazonGo change retail forever? Have you heard of AmazonGo? It’s an ...
Listen312: John Garrett, The Personal Side of Business from 2018-03-21T13:00
Jeannie and Adam discuss the Green Apple concept and how personal interests make us better professionals with Green Apple podcast host and CPA turned comedian, John Garrett. John Garrett, the Gre...
Listen311: Which Retail Touchpoints Matter Most from 2018-03-13T12:30
Adam Toporek shares research and expert insights for discovering which retail touchpoints are most important to your customers. How to prioritize your retail touchpoints In retail, we’re told tha...
Listen310: Clint Schaff, The L.A. Times Experience from 2018-03-06T13:30
Jeannie and Adam discuss the shifting landscape of storytelling in journalism with L.A. Times VP of Strategy and Development Clint Schaff. The L.A. Times and the shifting landscape of storytellin...
Listen309: Common Leadership Biases in Your Way of Success from 2018-02-28T13:30
Jeannie Walters CCXP shares tips to help you recognize and overcome some of the most common and counterproductive leadership biases. Check your leadership biases! As humans we all have biases. Th...
Listen308: Jacob Morgan, The Future of Work from 2018-02-21T13:30
Adam and Jeannie explore the Future of Work with Futurist, Keynote Speaker,&Best-Selling Author Jacob Morgan. What is the Future of Your Work? The what, when, why and how behind work itself used ...
Listen307: It’s Not My Job, Adam from 2018-02-13T13:30
Something important needs to be done and employees say, “It’s not my job!” This happens a lot! In this episode, Jeannie and Adam explore why this happens and how to fix it. “It’s not my job!” Cha...
Listen306: Eric Porres, Personalized Video Experience from 2018-02-06T13:00
Adam and Jeannie interview Eric Porres to discuss the new age of personalized video and how personal data is rolled in to drive serious engagement. What IS a personalized video experience? What i...
Listen305: Supporting Your Team in the Retail Apocalypse from 2018-01-30T13:00
Jeannie and Adam discuss ways to inform your team and keep them motivated through the retail apocalypse. Retail apocalypse: Who thinks the end is nigh? Rumor has it we’re in the Retail Apocalypse...
Listen304: Arnie Malham, Innovating Culture from 2018-01-23T13:00
Adam and Jeannie interview Arnie Malham to uncover his secrets to innovating culture for a better overall customer experience. Innovating culture for better experiences all around When starting a...
Listen303: How to Build Brand Trust in 2018 from 2018-01-16T13:00
Jeannie shares expert tips for building brand trust through truly consistent customer experiences. Consistency and brand trust Brand trust is one of the cornerstones of customer satisfaction and ...
Listen302: Tom Karinshak, Comcast Customer Service from 2018-01-09T13:00
Jeannie and Adam discuss the incredible transformation and enhancement of Comcast customer service with Tom Karinshak, Comcast's Executive Vice President of Customer Service. Comcast customer ser...
Listen301: Will Experience Be Your Difference This Year? from 2018-01-02T13:00
Adam shares expert advice for making customer experience your competitive advantage in 2018. Customer experience is THE competitive advantage Welcome to 2018! To start off the new year, we’d like...
Listen300: Celebrating 300 Episodes (with live guitar) from 2017-12-12T13:00
Jeannie and Adam celebrate 300 episodes by sharing outrageous predictions for the distant future of customer experience and customer service. 300 episodes and counting…Celebrate with us! When we ...
Listen299: Operationalizing New Channels from 2017-12-07T13:00
Adam and Jeannie share tips for making new channels a seamless part of the overall customer experience from the inside out. Working new channels into your DNA Customers are engaging with brands on...
Listen298: Michel Falcon, Incredible Experience Tips from 2017-12-05T13:00
Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. Leveraging culture for amazing experiences If you want...
Listen297: How to Balance Promises with Performance from 2017-11-30T13:00
Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. Is your brand making meaningful promises? Broken promises chalk up to bad customer ...
Listen296: Jeffrey Shaw, The Lingo of Customers from 2017-11-28T13:00
Adam and Jeannie discover how to attract your ideal customers with Jeffrey Shaw, author of LINGO: Discover Your Ideal Customer’s Secret Language. Jeffrey Shaw and the power of the customer lingo ...
Listen295: A Leader's Guide to the Holidays from 2017-11-23T15:14:20
Jeannie and Adam share tips and ideas to make the holidays more meaningful and less stressful for customers and employees alike. A quick leadership guide for the holidays The holidays are not only...
Listen294: Katy Lynch, The Codeverse Experience from 2017-11-22T13:00
Adam and Jeannie discuss an innovative approach to the education experience with Katy Lynch, Co-founder and CMO at Codeverse. Codeverse and innovations in education Educating the next generation ...
Listen293: Are Millennials Killing Your Industry? from 2017-11-16T13:00
Adam and Jeannie share updated insights on what and how millennials buy and what that could mean for your industry in the future. Are millennial trends destroying your industry? We discuss millen...
Listen292: Mark Podolsky, Happy Customers Guaranteed from 2017-11-14T13:00
Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. Can happy customers and passive income coexist? Earning a passive income is a dream most...
Listen291: LinkedIn Learning for Customer-Focused Leaders from 2017-11-09T13:00
Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning. LinkedIn is not just for networking, and Jeannie’s wisdom is not jus...
Listen290: Ian Golding, Operationalizing Customer Experience from 2017-11-07T13:30
Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. Turning CX wisdom into action with Ian Golding Le...
Listen289: Transitions and Gaps in CX from 2017-11-02T13:19:51
Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. Are you creating unnecessary gaps in CX? Who has not had a great experience do a ...
Listen288: Amy Climer, Fostering Creativity from 2017-10-31T12:00
Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. Creativity is not just for “creatives” Creativity is a necessary t...
Listen287: The Multi-Device Customer Journey from 2017-10-26T12:00
Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience. What’s your multi-device customer journey really like? Offering ...
Listen286: Anthony Iannarino, Commitments Are for Closers from 2017-10-24T12:00
Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. Closing in on meaningful relationships with Anthony Iannarino Automation is great, but it makes creating ...
Listen285: When to Disclose Bad News to Customers? from 2017-10-19T12:00
Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. To disclose, or not to disclose? Not everything you need to tell customers is g...
Listen284: Nick Francis, HelpScout Customer Service from 2017-10-17T12:00
Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and Co-founder Nick Francis. How HelpScout customer support makes a difference We’ve c...
Listen283: Pay Attention to Customers from 2017-10-12T12:00
Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. Are wasted retail opportunities looming in your store? While online ret...
Listen282: Stephen Shapiro, Innovating Customer Experience from 2017-10-11T12:00
Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to innovating customer experience and more.A better approach at innovating customer experience Customer needs a...
Listen281: CX Clichés and Overused Examples from 2017-10-05T12:00
Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing.Are CX clichés hampering your progress? For those situations when yo...
Listen280: Lesley Lykins, CX Day from 2017-10-03T02:00
In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer Experience Professionals Association. Happy CX Day! Customer experience has co...
Listen279: Is Efficient Customer Service Best? from 2017-09-28T12:00
Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges to providing efficient customer service. The hidden challenges of efficient customer service When ...
Listen278: Stacey Hanke, Communicate with Influence from 2017-09-26T14:00
Adam and Jeannie interview Stacey Hanke, influence expert and author of Influence Redefined…Be the Leader You Were Meant to Be. Is your influence as strong as you think? The ability to influence ...
Listen277: 5 Digital Experience Offenses from 2017-09-21T12:30
Jeannie shares her expertise in digital experience evaluation with 5 sales-killing offenses even the best of us should look out for and tips to make good on them. Digital experience offenses are ...
Listen276: Nora Burns, HR Undercover from 2017-09-20T21:30
Jeannie and Adam explore hiring and new employee processes from the candidate's perspective with Undercover Candidate™ Nora Burns. HR Undercover A good team is critical to the success of any bus...
Listen275: (Tip) Go Negative with Your Training from 2017-09-14T12:00
Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice Do you avoid negativity in customer service training? Pop psychology says n...
Listen274: Nienke Bloem, Gamifying Customer Experience from 2017-09-12T14:00
Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. Are you learning the customer experience game? Learning about cust...
Listen273: (Tip) What Is a Moment of Truth? from 2017-09-07T12:00
Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey. What exactly is a moment of truth? While every touchpoint in your customer jou...
Listen272: Kristina Quinones, MeetEdgar Customer Service from 2017-09-05T12:00
Jeannie and Adam interview Kristina Quinones, head of customer experience at MeetEdgar, about amazing growth through a unique approach at customer service. Explosive growth and the MeetEdgar custo...
Listen271: Take It To the Top – Tesla’s New Strategy from 2017-08-31T13:00
Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. Escalating customer service: Can Tesla’s new strategy work for you? Customers demanding t...
Listen270: John-Paul Narowski, KarmaCRM from 2017-08-29T11:30
Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer relationships. Enhancing customer relationships with tech If you’ve user Customer ...
Listen269: We’re Listening from 2017-08-24T12:30
Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners. We’re listening to you too! We’d like to thank you from the bottom of our hea...
Listen268: Microchipping Employees from 2017-08-21T11:30
Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the customer experience. Microchipping employees RFID tags are everywhere, from the mic...
Listen267: 3 Questions for Employees from 2017-08-17T11:30
Jeannie shares 3 powerful questions to assess and improve employee engagement for better business outcomes. How engaged are your employees? Employee engagement has a direct impact on critical bus...
Listen266: Chip Bell, Innovating Service from 2017-08-15T12:00
Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences. Winning customers' hearts with value-unique expe...
Listen265: (Tip) Chatbots and Humans from 2017-08-14T09:30
Jeannie and Adam share research and expert tips for getting chatbots and humans to work together in harmony. Are chatbots and humans working well together? Chatbots are here to stay, and new rese...
Listen264: (Tip) Mobile Potential from 2017-08-10T12:30
Adam and Jeannie share tips to unlock your full mobile potential and deliver what customers need most in the moment. What’s your mobile potential? We talk about mobile a lot on this show, but tha...
Listen263: Merit Gest, Sales Engagement from 2017-08-08T10:30
Adam and Jeannie interview Merit Gest to discuss powerful sales engagement and onboarding strategies for customer-focused sales teams. Onboarding for outstanding sales engagement Sales is often tr...
Listen262: Ecommerce Still Not Getting It Right from 2017-08-07T10:30
Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative solutions. How does your ecommerce experience stack up? Ecommerce experiences have com...
Listen261: Thoughts on First Contact Resolution from 2017-08-03T09:30
Adam shares surprising statistics about first contact resolution, why it’s important, and tips for putting this knowledge to better use. First Contact Resolution (FCR) is not always customer-cent...
Listen260: Julie Ann Sullivan, Employee Attitudes from 2017-08-01T10:00
Jeannie and Adam interview podcaster and employee attitudes expert Julie Ann Sullivan live from the NSA Influence 2017 conference. Employee attitudes vs overall success While you may have a solid...
Listen259: Predicting Behavior and Risk from 2017-07-31T13:00
Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced technology. Predicting behavior is not a new thing Predictive analytics is amazing as it sounds, ...
Listen258: (Tip) Making Sure Your Team Knows Their Goals from 2017-07-27T12:30
Adam and Jeannie share tips for helping employees understand, align, and stay motivated to achieve goals. You’re setting goals, but are they setting in? Everyone sets goals to drive their busine...
Listen257: Pat Iyer, Legal Nurse Podcast from 2017-07-25T14:00
Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference. Nurse your business to health! Stakes can be high in any business... but imagin...
Listen256: How Not to Hire Idiots When You're Desperate from 2017-07-24T11:27:34
Jeannie and Adam know how difficult it is to hire right. Often, organizations feel tremendous pressure to fill open roles, and too often, these rushed hires are poor hires. In this episode, Jeanni...
Listen255: (Tip) Your Org Chart vs. Your Customers from 2017-07-20T13:00
Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. How organizational structure creates bad experiences A solid organizational structure...
Listen254: Rocky Romanella, Tighten the Lug Nuts from 2017-07-18T13:00
Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership. Achieving balanced leadership Leadership in business means gearing not only yours...
Listen253: (Tip) Situational Awareness in Customer Service from 2017-07-17T12:30
Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. Employees aren't really empowere...
Listen252: Alison Herzog, Dell Customer Experience from 2017-07-14T10:30
Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about "deep listening" on a large scale. The art of “deep listening” in social business One of the most i...
Listen251: (Tip) 3 OTHER Customer Segments from 2017-07-11T12:30
Jeannie and Adam explore critical customer segments that typically get ignored when designing customer experiences. Are you overlooking critical customer segments? Creating customer segments is a...
Listen250: (Tip) Speed Up Your Customer’s Experience from 2017-07-10T12:00
Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital details, or personalization. Who doesn’t want a faster customer experience!? With more on their plate...
Listen249: How Customer Service Training Goes Wrong from 2017-07-06T12:00
Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience, and what you can do to fix it. Customer service training done right Companies...
Listen248: (Tip) 3 Moments of Truth from 2017-07-04T09:30
Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you to examine today. 3 Powerful moments of truth in every customer journeyWhere ...
Listen247: (Tip) 3 Powerful Questions from 2017-07-03T09:30
Jeannie shares 3 powerful questions to get actionable feedback from customers. Powerful innovation starts with powerful questions Honest customer feedback is the key to maintaining a strong cultu...
Listen246: Chase Clemons, Basecamp’s Customer Service Ethic from 2017-06-29T09:30
Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges faced by support professionals. Fine-tuning your customer service ethic If there's one thing custo...
Listen245: Vicky Smitley, Business Plans and CX from 2017-06-27T09:30
In this special edition “live” from C-Suite Network conference, we discuss the importance of including customer experience in business plans with Vicky Smitley, Vice President of Sales and Marketin...
Listen244: (Tip) The Magic of 1-to-1 Experiences from 2017-06-26T09:30
Adam shares his thoughts on the importance of 1-to-1 experiences as we hand parts of the experience over to technology. 1-to-1 or 1-to-none? Customers interact with your brand on many channels at...
Listen243: How Corporate Myths Hurt Customers from 2017-06-22T09:30
Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to identify them, and what you can do to set things straight. Corporate myths create bad experiences for ...
Listen242: Jason Forrest, The Power of Customer Certainty from 2017-06-20T09:30
In this special edition live from C-Suite Network conference, three-time Stevie Award winner Jason Forrest unlocks the power of customer certainty. Customer certainty and the keys to loyalty We t...
Listen241: (Tip) Understanding Customer Touchpoints from 2017-06-19T09:30
Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and taking action. Understanding customer touchpoints for what they really are is essential to mapping a...
Listen240: Matt Dixon, Kick-Ass Customer Service from 2017-06-15T12:30
Bestselling author and customer service expert Matt Dixon to uncovers surprising facts and common misconceptions about delivering low-effort service. Think you’re delivering low-effort service? I...
Listen239: Customer Survey Mistakes from 2017-06-13T12:30
Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. Losing our way with customer survey mistakes Customer surveys are great for getting the f...
Listen238: (Tip) Pay Attention to Your Customers, Or Else from 2017-06-12T09:30
Adam shares tips for embracing showrooming to compete with online retailers. Showrooming is not your worst enemy If you’re a brick-and-mortar retailer, it’s likely that showrooming is becoming a ...
Listen237: Peter Friedman, Customer Service Messaging Apps from 2017-06-08T09:30
Adam interviews Peter Friedman, CEO of LiveWorld, a social customer experience company, about the changing landscape of customer service messaging. The age of messaging Today Peter Friedman, CEO ...
Listen236: (Tip) Customer Experience Sprints from 2017-06-06T20:30
Adam and Jeannie share 3 powerful ideas to make quick progress with customer experience sprints. Streamline your goals with customer experience sprints Have you heard of business sprints? The ide...
Listen235: Customer Experience Touchpoint Tips from 2017-06-05T09:30
What is a customer experience touchpoint? Jeannie shatters common myths and shares tips for a more customer-centric and actionable approach. How does a CX pro define "customer experience touchpoi...
Listen234: Tips for Customer Service Bots from 2017-06-01T09:30
Are you using customer service bots? So much can go wrong! With Adam and Jeannie to help, you can use them to save time AND deliver better experiences. Customer service bots create customer servi...
Listen233: (Tip) Beware of Organizational Conformity from 2017-05-30T13:00
Adam explains the neuroscience behind different types of organizational conformity, how they help or harm your business, and how to strike a good balance. Organizational conformity: The good and ...
Listen232: Negative Emotions Have a Bigger Impact on CX from 2017-05-29T09:30
Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX. Understanding your impact on CX We hate to be a downer, but improving customer experience...
Listen231: (Tip) Undercover Bosses from 2017-05-25T09:30
Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Undercover bosses in the real world Are you familiar with the CBS television show Un...
Listen230: (Tip) Connecting Customer-Centricity to Action from 2017-05-23T09:30
Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Walking the customer-centricity talk Business leaders talk a lot about being custome...
Listen229: Dan Gingiss, Social Customer Care from 2017-05-22T09:30
Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. It's time to own social customer care Providing grea...
Listen228: (Tip) All Customers want These Things from 2017-05-18T09:30
Adam and Jeannie share three things all customers want from the experience, regardless of what they do or do not ask for. What do customers want from your experience? All customers are different,...
Listen227: (Tip) Majoring In the CX Minors from 2017-05-16T09:30
Adam shares tips for preventing small details from spoiling an otherwise great overall customer experience. Small details are a big deal! We usually perceive the phrase “majoring in the minors” a...
Listen226: Let's Talk About Airline Customer Service from 2017-05-15T09:30
Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters. What can we learn from airline customer service? There’s been so much in the news about airlin...
Listen225: (Tip) Signs of CX Success from 2017-05-11T09:30
Adam and Jeannie share tips for gauging your organization’s CX success. If you’re joining us today, your organization is either customer-focused or taking steps to deliver a better overall experi...
Listen224: (Tip) 3 CX-Defeating Phrases from 2017-05-09T09:30
Jeannie shares tips for recognizing and eliminating CX-defeating phrases from your organization. Is your team infected with CX-defeating phrases? One of the things we love about customer experien...
Listen223: Mo Gawdat: Engineering Happiness from 2017-05-08T09:30
Adam and Jeannie discuss engineering happiness for true success with Mo Gawdat, author of Solve for Happy. Engineering happiness for true success We often think to ourselves that if we get what, ...
Listen222: (Tip) Instilling Culture Throughout the Organization from 2017-05-04T09:30
Adam and Jeannie report from Medallia’s Experience-17 conference to discuss common challenges and benefits of instilling culture throughout organizations. Instilling culture throughout big brands...
Listen221: (Tip) The Wisdom of Your Team from 2017-05-02T09:30
Adam shares tips for leveraging the wisdom of your team as internal consultants to gain powerful customer-focused insights. Activate your internal consultants There’s no doubt that gaining the tr...
Listen220: Future Customer or Present Customer? from 2017-05-01T09:30
Adam and Jeannie discuss balancing innovation around the needs of the future customer with those of the present customer at Medallia’s Experience-17 conference. Is your future customer more impor...
Listen219: (Tip) Consistency Across Multiple Brands from 2017-04-27T09:30
Adam and Jeannie report from Medallia’s Experience-17 conference to bring you insights from MGM’s outstanding multi-brand consistency. Multi-brand consistency creates multi-brand loyalty We talk ...
Listen218: (Tip) Lessons from Former Customers from 2017-04-25T09:30
Jeannie shares tips for using insight from former customers to improve the experience for current and future customers. What can we learn from former customers? We thrive on customer feedback to ...
Listen217: Jill Schiefelbein, Dynamic Communication from 2017-04-24T09:30
Change your perspective and approach at communication with Jill Schiefelbein, author of Dynamic Communication. Dynamic communication for dynamic experiences We communicate a lot in business, and i...
Listen216: The Right Way to Complain from 2017-04-20T09:30
Adam and Jeannie discuss how to get the best results when you complain as a customer. What do you gain when you complain? We talk a lot about how to handle customer complaints, but we’re switching...
Listen215: (Tip) Losing Control of the Customer Experience from 2017-04-18T09:30
Adam shares tips for keeping your customer experience consistent with third parties or subcontractors. Keeping customer experience consistent in a gig economy Consistency is a key element to custo...
Listen214: Who Drives Customer Experience? from 2017-04-17T09:30
Adam and Jeannie clear the hype and buzzwords to really find out who drives customer experience in your organization, and how. Who drives customer experience? Chief Customer Officer, Chief Experie...
Listen213: (Tip) Customer Experience ROI Tips from 2017-04-13T09:30
Adam and Jeannie share simple but effective tips for calculating customer experience ROI. The elusive customer experience ROI Calculating the return on any investment can be challenging. And when ...
Listen212: (Tip) Start Innovating for YOUR Customers from 2017-04-11T09:30
Jeannie shares tips for innovating when and how it’s needed the most, despite what the competition is doing. Are you innovating for the greater good of your customers? Competition is fierce! So it...
Listen211: Marcus Sheridan, They Ask, You Answer from 2017-04-10T09:30
Marcus Sheridan, author of They Ask You Answer, shares powerful, proven ways to build trust and increase sales through content. Marcus Sheridan, Sales Lion You want to increase sales, but you don’...
Listen210: (Tip) Educating Customers on Products from 2017-04-06T09:30
Adam and Jeannie share tips for educating customers to increase customer success and reduce support issues. Educated customers are return customers! Have you ever been really excited to try a new ...
Listen209: (Tip) Do You Have the Resources for Service? from 2017-04-04T09:30
Adam shares tips to make sure you have adequate resources for service that’s consistently great. Do you have the right resources for service? We know what kind of service experience we want to del...
Listen208: Can You Predict Customer Behavior? from 2017-04-03T09:30
Adam and Jeannie share unconventional but powerful ways to predict customer behavior. Can you predict customer behavior? We often look to past behavior to predict customer behavior for the future....
Listen207: (Tip) How to Turn Away Customers from 2017-03-30T09:30
Adam and Jeannie share tips and best practices for when you need to turn away customers for the greater good. Have you ever had to turn away customers? Maybe there was a time you really should hav...
Listen206: (Tip) The Role of the CX Evangelist from 2017-03-28T12:30
Jeannie shares expert tips for becoming a CX evangelist or hiring the right person to fill this role in your organization. Do you need a CX evangelist? Customer experience roles are evolving and e...
Listen205: Colin Shaw, The Intuitive Customer from 2017-03-27T09:30
Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy and co-author of The Intuitive Customer. Creating loyalty with The Intuit...
Listen204: (Tip) Customer Service Leadership from 2017-03-23T09:30
Adam shares expert tips for the most effective customer service leadership in any industry. Achieving world class customer service leadership Effective leadership is more than just telling people ...
Listen203: (Tip) B2B vs. B2C Customer Experience from 2017-03-21T09:30
Adam and Jeannie discuss key distinctions to handling B2B vs. B2C customer relationships. B2B vs. B2C customer experience Customer experience is all about people, regardless of whether it’s a B2B ...
Listen202: Customer Service Tech from 2017-03-20T09:30
Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading. Customer service tech: Helpful or harmful? Businesses of all kinds are...
Listen201: (Tip) User Experience vs. Customer Experience from 2017-03-16T09:30
Jeannie shares tips and distinctions for delivering an excellent overall customer experience to those who your digital products and services. User experience vs, customer experience: Is there a d...
Listen200: Our Special 200th Episode from 2017-03-14T10:00
Adam and Jeannie celebrate our 200th episode by sharing actionable takeaways and thought-provoking quotes from some of our most inspiring guests. 200 strong and growing! We’re thrilled to announc...
Listen199: Graeme Newell, For Purpose Corporations from 2017-03-13T09:30
Graeme Newell, co-author of Red Goldfish, returns to share the secrets of building a brand following through social purpose. Building loyalty with social purpose Graeme Newell is back to talk abou...
Listen198: (Tip) No Cost Ways to Please Unhappy Customers from 2017-03-09T10:30
Adam shares tips to please unhappy customers without breaking the bank. What do unhappy customers really want from you? Customers may accept and even appreciate perks and comps as part of an issue...
Listen197: (Tip) Using Customer Personas from 2017-03-07T10:30
Get amazing insights from customer personas by creating and using them better with expert tips from Adam and Jeannie. Getting the most from customer personas Customer personas are typically used a...
Listen196: Innovating with Customers from 2017-03-06T10:30
Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. Are you innovating with customers? When we think of innovation, we generally think of huge...
Listen195: (Tip) Building a CX Team from 2017-03-02T10:30
Jeannie shares expert tips and guidelines for building a customer experience team that scales efficiently and aligns with organizational goals. Building a customer experience team When it comes to...
Listen194: (Tip) Taking Negative Interactions Personally from 2017-02-28T10:30
Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout. Are your agents emotionally trained to handle negative int...
Listen193: Amy Downs, Customer Success from 2017-02-27T10:30
Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. Customer success and happiness: A mini case study Custo...
Listen192: (Tip) Internal Customer Service from 2017-02-23T10:30
Adam shares tips and best practices for understanding and providing great customer service through a focus on internal customer service. Internal customer service matters. A lot. Be they co-worker...
Listen191: (Tip) Outsourcing Customer Service from 2017-02-21T10:30
Adam and Jeannie share tips for outsourcing customer service without outsourcing your integrity and values. Outsourcing customer service Outsourcing has an ambiguous reputation, often being mentio...
Listen190: Social Media with Colleagues from 2017-02-20T10:30
Adam and Jeannie share facts and stories to help you decide how and when to engage on social media with colleagues and customers.Social media with colleagues Are you Facebook friends with co-worker...
Listen189: (Tip) Understanding Your Competitor's Customer Experience from 2017-02-16T10:30
Jeannie shares quick tips for gathering intelligence to better understand your competitor's customer experience and how yours measures up. Have you evaluated your competitor’s customer experience?...
Listen188: (Tip) Show Your Customers The Love from 2017-02-14T10:30
In this special Valentine's Day edition, Adam and Jeannie share simple ways you can show your customers the love! Show customers some love! If you’re listening today, that must mean you love your ...
Listen187: Jacqueline Jasionowski, Improving Customer Experience from 2017-02-13T10:30
Adam and Jeannie interview Jacqueline Jasionowski about how improving customer experience at BMW is breaking the car-buying mold and differentiating the brand. Improving customer experience to sta...
Listen186: Bobby Albert, Creating Culture from 2017-02-11T13:30
Today we discuss building culture that drives both revenue and a great working environment with author Bobby Albert, author of Principled Profits—Outward Success Is an Inside Job. About our guest ...
Listen185: (Tip) When Customers Cross The Line from 2017-02-09T10:30
Adam shares some of the best ways you and your employees can stand up for yourselves when customers cross the line into unacceptable behavior. Customers’ needs come first, until they cross the lin...
Listen184: (Tip) Warming Up Cold Calls from 2017-02-07T10:30
Adam and Jeannie share helpful tips for quickly turning cold calls into opportunities to spark meaningful relationships. Cold calls: Must they be so cold!? Sometimes making cold calls is still nec...
Listen183: Online Reviews More Important Than Ever from 2017-02-06T10:30
We've learned some startling facts about how online reviews affect the decisions your customers make, so we're sharing tips on how to take action today. Your customer journey includes online revie...
Listen182: (Tip) Advocating for Customers from 2017-02-02T10:30
Jeannie shares a few simple ways advocating for customers can greatly improve overall experience and what any organization can do to get started. “Who’s advocating for customers in your organizati...
Listen181: (Tip) Handling Outrageous Customer Demands from 2017-01-31T10:30
Adam and Jeannie discuss tips for dealing with outrageous customer demands the right way. I’m sorry, you want what? When!? People are sometimes just irrational… Or, are they? Sooner or later, you’...
Listen180: John DiJulius, The Customer Service Revolution from 2017-01-30T10:30
Bestselling author John DiJulius shares what it takes to join the Customer Service Revolution and differentiate your brand with world-class service. Will you survive the Customer Service Revolutio...
Listen179: (Tip) Staffing Automated Customer Service from 2017-01-26T10:30
Adam shares tips for using automated customer service while keeping in tune with customers and preventing disasters. Preventing automated customer service disasters Automated customer service can ...
Listen178: (Tip) Non-Financial Employee Incentives from 2017-01-24T10:30
Adam and Jeannie share tips for creating employee incentives that don't break the bank. No budget for employee incentives? You have great employees who need to feel rewarded, but don’t necessaril...
Listen177: The ROI of Customer Experience from 2017-01-23T10:30
Adam and Jeannie share tips for calculating the ROI of customer experience improvement in your organization. Show us the numbers! Convincing executives to invest in customer experience improvement...
Listen176: (Tip) Hiring a Customer-Centric Employee from 2017-01-19T10:30
Jeannie shares expert hiring tips to avoid costly mistakes and bring in a truly customer-centric employee who is a great addition to your team. What makes a customer-centric employee? Picking a ca...
Listen175: (Tip) How Business Schools Can Add Customer Experience from 2017-01-17T10:30
Adam and Jeannie are Champions from the customer-centric school of Hard Knocks, and they’re sharing a few things that are missing from the typical curriculum at business schools. What’s missing fr...
Listen174: Robert Scoble, Augmented Reality and the Fourth Transformation from 2017-01-16T10:30
Today we discuss the business impact of augmented reality now and in the future with technology titan and "The Fourth Transformation" co-author Robert Scoble. Augmented Reality: Coming to a busine...
Listen173: (Tip) Resolving Customer Service Issues from 2017-01-12T10:30
Adam shares best practices for resolving customer service issues and a simple time-tested process you can share with your front-line associates. Rocking your worst customer service issues Many cus...
Listen172: (Tip) Personalizing the Customer Experience from 2017-01-10T10:30
Adam and Jeannie share a few valuable tips about personalizing the customer experience. Taking the experience personally With so many great ways to access and leverage customer data, companies are...
Listen171: This Podcast in 2017 from 2017-01-09T09:30
Are you ready for 2017? Adam and Jeannie share some announcements about what’s coming to Crack the Customer Code this year. Announcing exciting changes for the new year! We’ve had a long holiday s...
Listen170: What’s Happening Next from 2016-11-28T10:30
Adam and Jeannie discuss exciting new changes to make your favorite customer-focused business podcast even better in 2017. What’s happening next for Crack the Customer Code? We’ve had an exciting ...
Listen169: Election Day Customer Experience Lessons from 2016-11-17T10:30
Today we discuss how the results from the recent US Election Day betrayed the projections made from massive amounts of data. Every day is Election Day in business In the months leading up to the r...
Listen168: Nate Brown, Service Center Engagement from 2016-11-14T10:30
Today we explore ways to create outstanding service center engagement with renowned speaker and HDI certified Support Center Manager Nate Brown. Redefining service center engagement Call center pr...
Listen167: Signs You’re Losing a Customer from 2016-11-10T10:30
Today we explore proactive ways to tell when you’re losing a customer. Can you recognize the warning signs? Losing a customer: It doesn’t have to be this way! You’re lucky if customers explain why...
Listen166: Justin Deese, Blue Collar Service from 2016-11-07T10:30
Adam and Jeannie discuss the challenges and benefits of instilling customer-centric thinking in service technicians with Justin Deese, CEO of The Blue Collar Business Group. About our guest CEO Ju...
Listen165: Are You Ready for the Holidays? from 2016-11-03T18:00
Adam and Jeannie discuss ways many companies fail to get ready for the holidays, and how you can start preventing customer service disasters today. How much time do you have to get ready for the h...
Listen164: Doug Sandler, Nice Guys Finish First from 2016-10-31T09:30
Customer engagement thought leader Doug Sandler joins us to discuss highlights from his bestselling book, Nice Guys Finish First. About our guest Doug Sandler has over 30 years of business experie...
Listen163: When to Update Customer Journey Maps from 2016-10-27T09:30
Today we’re sharing tips and best practices for keeping customer journey maps current and making them more useful. Just when you think your customer journey map is finished… Changes are happening ...
Listen162: Joy Marsden, Keep Stepping from 2016-10-24T09:30
Adam and Jeannie discuss leadership skills that drive customer experience success with international change advocate and author of Keep Stepping, Joy Marsden. About our guest Joy Marsden has over ...
Listen161: How to Approach Customer Threats from 2016-10-20T09:30
Has a customer ever left your employees shaking in fear? Today we discuss ways to diffuse customer threats and protect our brands and ourselves from the worst. Is your front-line prepared for cust...
Listen160: Blake Morgan, More is More from 2016-10-17T09:30
Today we interview author and customer experience expert Blake Morgan to discuss the future of customer experience and her new book, More is More. Excellent customer experience as a differentiator...
Listen159: No Budget for Customer Experience from 2016-10-13T09:30
Adam and Jeannie discuss ways you can make noticeable improvements when there’s little or no budget for customer experience initiatives. No customer experience budget? We hear this from great lead...
Listen158: Christoff Weihman, Excellerate Service from 2016-10-10T09:30
Christoff Weihman, bestselling author and coordinator of the Excellerate Service 2016 conference, shares his secrets to 5-star service in the hospitality industry. About our guest Throughout his c...
Listen157: Employee Incentives and Unintended Consequences from 2016-10-06T09:30
Today we discuss employee incentives and how they can actually work against our long-term goals. Employee incentives gone rogue! It’s very common for companies to incentivize goals like sales quot...
Listen156: John Dwyer, WOW Marketing from 2016-10-03T09:30
Adam and Jeannie discuss Wow Marketing and the power of adding value for customers with JD Dwyer, founder of The Institute of Wow. About our guest John Dwyer (known as “JD” to most) is an Australi...
Listen155: Don’t Forget the Baby Boomers from 2016-09-29T09:30
In today’s short but sweet episode, we discuss the importance of considering Baby Boomers when designing products and improving experiences. Are you turning your back on the world's third largest ...
Listen154: Adrian Swinscoe, How to Wow from 2016-09-26T09:30
Adam and Jeannie interview bestselling author and Forbes columnist Adrian Swinscoe and discuss highlights from his latest book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amaz...
Listen153: Training for New Customer Service Technology from 2016-09-22T09:30
Some of the ways we approach great new customer service technology often create unnecessary rifts in the customer experience. What should you know before you upgrade? New customer service technolo...
Listen152: Daniel Lemin, Manipurated from 2016-09-19T09:30
Today we’re uncovering what every small business owner needs to know about online reviews with Daniel Lemin, reputation expert and author of Manipurated. About our guest Daniel Lemin is a respecte...
Listen151: Bringing the Experience to the Customers from 2016-09-15T09:30
Adam and Jeannie discuss the growing trend of integrating customer experiences with experiences people are already having in their daily lives. On-the-spot customer experiences For the busy consum...
Listen150: Phil Gerbyshak, Social Connections from 2016-09-12T09:30
Bestselling author and global speaker Phil Gerbyshak shares his energy and passion for creating powerful social connections with customers. About our guest Phil Gerbyshak believes in the power of ...
Listen149: Customer Service and Technology Investment from 2016-09-08T09:30
Must customer service and technology fail at the same time? Today we discuss how to prepare for tech failures and prevent them from creating nightmares for customers. When customer service and tec...
Listen148: Randi Busse, Workforce Development from 2016-09-05T09:30
Adam and Jeannie discuss customer-centric workforce development with author, speaker, and Workforce Development Group president and founder, Randi Busse. About our guest Randi Busse (Bus-ee) is a ...
Listen147: Private Social Media for Customer Service from 2016-09-01T09:30
Direct messaging and chat are growing as part of social customer service. Omnichannel may soon mean much more than you thought! Are you ready? Customers expect more from social customer service So...
Listen146: Casey Carpenter, Sales Breakthrough Coach from 2016-08-29T09:30
Adam and Jeannie discuss the overlap of sales and customer experience with author and sales coach, Casey Carpenter. About our guest An introverted, shy wallflower turned dynamic business-builder, ...
Listen145: Defining Bad Customer Service from 2016-08-25T09:30
Today we discuss how the wrong perspective on bad customer service blinds us to the vital insight we need to make improvements where they are needed the most. Zooming in on bad customer service To...
Listen144: Eddie Turner, Facilitating Change from 2016-08-22T09:30
Adam and Jeannie join veteran change agent Eddie Turner to discuss his innovative methods for facilitating change smoothly and effectively. The holistic approach to facilitating change Change is o...
Listen143: How Augmented Reality is Changing Customer Experience from 2016-08-18T09:30
Today we discuss some of the ways augmented reality (AR) can enhance marketing and overall customer experiences. Augmented reality is not just for games! According to Wikipedia, “Augmented reality...
Listen142: Anna Liotta, Unlocking Generational Codes from 2016-08-15T09:30
Adam and Jeannie have a fascinating and entertaining discussion with Anna Liotta, author of Unlocking Generational CODES. About our guest Anna Liotta, MA, CSP is an award-winning speaker, business...
Listen141: When Customers Don’t Want Your Help from 2016-08-11T09:30
Today we discuss how customer service situations turn bad or worse when the customer is refusing help offered by front-line employees. Why is your customer refusing help? While salespeople are typ...
Listen140: Bryan Kramer, The Art of Shareology from 2016-08-08T09:30
Today we join bestselling author and TEDx speaker Bryan Kramer to discuss the power of sharing to drive customer engagement and create lasting human connections. Viral content and the art of Share...
Listen139: The Role of Content in Customer Service from 2016-08-04T09:30
Live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie discuss ways to use content in customer service and improve the overall experience. Beyond marketing: Cont...
Listen138: Becky Spohn, Professional Confidence Builder from 2016-08-01T09:30
Live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie tackle the challenges women face in building professional confidence with expert and speaker, Becky Spohn. ...
Listen137: Culture and Customer Service from 2016-07-28T09:30
Reporting live from the National Speakers Association’s Influence 2016 conference, Adam and Jeannie discuss the connection between culture and customer service excellence. Create lasting impressio...
Listen136: Jane Anderson, Customer Service for Personal Brands from 2016-07-25T09:30
Adam and Jeannie interview personal branding expert Jane Anderson live from the National Speakers Association's Influence 2016 Convention. Personal brands have more personal customers “When you’re...
Listen135: History as a Sales Point from 2016-07-21T09:30
Today we discuss claims of company longevity as a sales point and whether or not they still have a positive marketing impact on today’s consumers. Is company history still a viable sales point? We...
Listen134: Curtis Kopf, Premera Blue Cross from 2016-07-18T09:30
Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross. Behind-the-scenes customer experience chal...
Listen133: Tesla and the Infrastructure of Innovation from 2016-07-14T09:30
Today we discuss infrastructure and the ability to fit into the customer ecosystem as key factors behind the success of any game-changing innovation. Brilliant innovation is still just one step to...
Listen132: Alison Circle, Columbus Metropolitan Library from 2016-07-11T09:30
Today’s guest shares how Columbus Metropolitan Library creates an environment that’s attractive, comfortable, and relevant to today’s rapidly-changing needs and lifestyles. Columbus Metropolitan L...
Listen131: Does Payment Affect Customer Experience? from 2016-07-07T09:30
Today we discuss the impact different methods of payment have on customers and the way we do business. Methods of payment and the experiences around them We admit payment methods aren’t a sexy top...
Listen130: Chloë Thomas, Customer Manipulation from 2016-06-30T09:30
Adam and Jeannie interview Chloë Thomas, author of Customer Manipulation. Why call it "customer manipulation?" Many businesses struggle because they refuse to think of it this way. But in reality,...
Listen129: TSA Customer Service from 2016-06-27T09:30
Jeannie and Adam discuss recent issues with the TSA check-in process and how many of the customer experience nightmares that emerged around it could have been avoided. TSA Customer Service Custome...
Listen128: Christianne Harder, Fan Engagement from 2016-06-23T09:30
Today’s guest discusses the digital fan engagement strategy behind the Copa America Centenario, one of the world’s largest soccer tournaments. Fan engagement in the digital age There’s much more t...
Listen127: Is Transparency Effective? from 2016-06-20T09:30
Jeannie and Adam discuss transparency in business, and what it means for customers, employees and stakeholders. Seeing through the concept of transparency How much information do you really need t...
Listen126: Sven Gierlinger, Patient Empathy from 2016-06-16T09:30
Adam and Jeannie discuss the challenges of creating a culture around patient empathy with Sven Gierlinger, Chief Experience Officer for Northwell Health. Embedding patient empathy into process and...
Listen125: How Environment Impacts Experience from 2016-06-13T09:30
Adam and Jeannie discuss how the Cleveland Clinic uses environmental design as an integral part of the experience. Environmental design: An integral part of the experience The Cleveland clinic is ...
Listen124: Brian Andrews, VP of Customer Experience at Sprint from 2016-06-09T09:30
Adam and Jeannie interview Brian Andrews, VP of Customer Experience at Sprint, at the 2016 CXPA Insight Exchange. Brian Andrews, Pioneering NPS at Intuit and Sprint Before there was a playbook or ...
Listen123: CXPA Live, Regulated Industry Challenges from 2016-06-06T09:30
In the fourth and last episode in a series of live reports from the CXPA Insight Exchange, Jeannie and Adam explore the challenges of improving customer experience around industry regulations. Ind...
Listen122: Tema Frank, People Shock from 2016-06-02T09:30
Tema Frank discusses her latest book, People Shock, and how to balance technology with process and people for a better customer experience. Connecting people with process As we rely more on techno...
Listen121: CXPA Live, Healthcare Experience Observations from 2016-05-30T09:30
In the third episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss new challenges and opportunities around the healthcare experience. Decoding the healthcare...
Listen120: Jim Kalbach, Experience Mapping Expert from 2016-05-26T09:30
Experience mapping expert and author Jim Kalbach shares little-known but powerful secrets to leading and executing a successful mapping project. The holistic approach to experience mapping Thinkin...
Listen119: CXPA Live, Predictive Analytics from 2016-05-23T09:30
In the second episode of a series of live reports from the CXPA Insight Exchange, Jeannie and Adam discuss predictive analytics for getting way ahead of customer service issues. Predictive analyti...
Listen118: David Williams, Make-A-Wish from 2016-05-19T09:30
David Williams, CEO of Make-A-Wish®, shares his expertise in delivering incredible experiences to a highly complex customer base in the nonprofit sector and beyond. Who are nonprofit customers, an...
Listen117: CXPA Live, The Voice of the Customer from 2016-05-16T09:30
The first in a series of live reports from the CXPA Insight Exchange, Adam and Jeannie discuss new trends for hearing the real voice of the customer. Are you hearing the real voice of the customer...
Listen116: Terry Brock, Growing Your Business with Tech from 2016-05-12T09:30
Today’s guest shares ideas on how you can grow your business using technology and time-honored principles. Growing Your Business with Tech Growing a business today is fundamentally the same as it’...
Listen115: Do Loyalty Programs Still Work? from 2016-05-09T09:30
Traditional customer loyalty programs aren’t performing nearly as well as they used to. How can we forge loyalty with the next generation of customers? The next generation of loyalty programs Punc...
Listen114: Ron Tite, Branding and Creativity Expert from 2016-05-05T09:30
Today’s guest shares his secrets for tying creative principles into brand experiences. Unleash your inner artist! Creativity is the driver behind groundbreaking ideas and memorable brand experienc...
Listen113: Our Favorite Apps from 2016-05-02T09:30
What makes a great mobile app stand out from the majority that never get used? Today we share some of our favorites and what makesthem home screen essentials. The magic of our favorite appsCompani...
Listen112: Terri Goldstein, The Science of Package Design from 2016-04-28T09:30
You have 5 seconds to win the customer in a retail setting. How can you use neuroscience and smart package design to jumpstart thecustomer experience? The science of package designMarketing your b...
Listen111: Analog Customer Experiences from 2016-04-25T09:30
You need rules and processes to keep things running smoothly. But do the resulting analog customer experiences give rise to serious pain points in your customer journey? Analog customer experience...
Listen110: Mike Ganino, Guest Experience Expert from 2016-04-21T09:30
Today’s guest discusses how he helps big hospitality brands improve the guest experience and forge better connections with their customers, resulting in explosive growth. Growth hacking with an ex...
Listen109: Slow Fashion and Rapid Innovation from 2016-04-18T09:30
Adam and Jeannie discuss how the most innovative leaders in the fashion industry are responding to ever-increasing pressure to innovate quickly. Tougher customer expectations inspire rapid innovat...
Listen108: Stan Phelps&Evan Carroll, Blue Goldfish from 2016-04-14T12:01:41
Today’s guests discuss their new book, Blue Goldfish, and how companies can bridge the gap between people and technology in a world where human-to-human interaction is disappearing from the custome...
Listen107: Extreme Customization from 2016-04-11T09:30
Adam and Jeannie discuss cutting-edge new levels of customization and how they are making life better while changing how many companies do business. Redefining customizationWe’ve talked a lot abou...
Listen106: J V Crum, Social Consciousness in Business from 2016-04-07T09:30
Today’s guest shares the principles of social consciousness in business, and how he made millions providing intrinsic value. Building a great company with social consciousnessAre you in business t...
Listen105: Onstage vs Offstage Customer Experience from 2016-04-04T09:30
To create a great customer experience, we need to peel back the layers of the organization and look at what happens far behind customer-facing parts of the journey. How does offstage customer exper...
Listen104: Pat Helmers, Sales Babble Podcast from 2016-03-31T09:30
Pat Helmers, host of the Sales Babble podcast, discusses the intersection of sales and customer experience. Driving sales with great experiencesSales is tough! And driven by the need to close the ...
Listen103: Will Virtual Reality Make Customer Service More Real? from 2016-03-28T09:30
Virtual reality is hitting the markets hard, but it’s mostly just for gamers. Will that change? Today we discuss some surprising possibilities for customer service applications. Is virtual reality...
Listen102: Jim Rembach, Fast Leader from 2016-03-24T09:30
Today’s guest helps us understand emotional intelligence to bridge the gap between employee engagement and improved customer experiences. Emotional intelligence creates great customer experiencesW...
Listen101: How the Innovation Process Fails Us from 2016-03-21T09:30
Adam and Jeannie discuss why most innovations fail to effectively address the changing needs of customers and how the innovation process itself can shut out the best ideas. The problem with “best ...
Listen100: Customer Service 100 Years Ago from 2016-03-17T09:30
In this special 100th episode (yippee!) Adam and Jeannie recall some of the great (and not so great) moments in customer service history. Like it or not, you are making customer service history!Ha...
Listen099: B2C vs. B2B Customer Experience from 2016-03-14T09:30
What’s the difference between B2C and B2B customer experience? IS there a difference? Adam and Jeannie discuss in today’s episode. B2C vs. B2B Customer Experience: What’s the difference?This may s...
Listen098: Brian Solis, Where Business Meets Design from 2016-03-10T10:30
A well-known thought leader and futurist, today’s guest barely needs an introduction! Brian Solis discusses his new book and what it means to be entering an experience-driven business world. The ...
Listen097: The Best Customer Loyalty Metrics from 2016-03-07T10:30
There’s a lot of debate over which customer loyalty metrics tell the real truth. So what’s the answer? Adam and Jeannie discuss the different types of metrics and why they don’t necessarily work fo...
Listen096: Jay Baer, Hug Your Haters from 2016-03-03T10:30
How can you leverage customer complaints? Today’s guest shares highlights from his new book, Hug Your Haters, and additional insights from the extensive research it’s based on. Understanding the ...
Listen095: Offboarding Customers from 2016-02-29T10:30
We all know the customer onboarding process should be as simple and satisfying as possible, but what about offboarding? The experience customers have when they leave you can have a huge impact for ...
Listen094: Joseph Michelli, Becoming Customer-Obsessed from 2016-02-25T10:30
Becoming a customer-obsessed organization can seem impossible for many well-established companies. Fortunately, today’s guest has had a front-row view of some astounding transformations. Is it ti...
Listen093: Why Employee Engagement Matters from 2016-02-22T10:30
Jeannie and Adam put the hype and buzzwords aside to discuss what employee engagement really is so you can create a highly-motivated team around a great customer experience. Employee engagement: H...
Listen092: Ayelet Baron, The Future of Work from 2016-02-18T10:30
We have the advantage of working with 5 generations of business leaders. How can we break the technology barriers and build solid business relationships? It’s all about people, not systems. The 2...
Listen091: How to Find Time for Training from 2016-02-15T10:30
Training customer-facing employees becomes even more challenging as we scale our businesses. What happens when they need re-training? Can this be done without shutting down? Is re-training your st...
Listen090: How Can You Show Customers Love? from 2016-02-11T13:05:29
You love your customers, but do they know it? Adam and Jeannie have dedicated this special Valentine’s Day episode to showing customers love. Do you love your customers? Let's make sure they feel ...
Listen089: Will Companies Demand Your Phone Records? from 2016-02-08T10:30
Financial institutions may be starting to review how you use your smartphone to help determine credit-worthiness. Adam and Jeannie discuss what all this could mean for mobile privacy on the cust...
Listen088: Richard Shapiro, The Endangered Customer from 2016-02-04T10:30
Customer retention and loyalty are critical to the success of your business and maintaining relationships is a key to both. Today’s guest shares 27 years of wisdom to help us create personal connec...
Listen087: The Next Generation of Customer Experience Leaders from 2016-02-01T10:30
Are you pursuing a customer experience leadership role? Maybe you’ve found yourself defaulted to a customer-focused role within your organization… Now what? Adam and Jeannie share expert advice for...
Listen086: Dr. Adrienne Boissy, The Patient Experience from 2016-01-28T10:30
Dr. Ardienne Boissy of The Cleveland Clinic, one of the first organizations to create C-suite responsibilities around the patient experience, shares highlights from her 12 years of leading an enorm...
Listen085: Proactive Customer Service and Worst-Case Preparation from 2016-01-25T10:30
Why is it so hard to be prepared for the service failures that every organization experiences from time to time? Today we explore proactive customer service and how to be ready when things blow up....
Listen084: Sylvie Di Giusto, Why First Impressions Matter from 2016-01-21T10:30
You only have one chance to make a first impression with a potential customer or client. Sylvie Di Giusto is an expert on personal branding and making great impressions that last. The science of ...
Listen083: Cause Marketing Done Well from 2016-01-18T10:30
Cause marketing is a broad, nuanced topic. But when it’s done well, it can create a rewarding experience for customers and forge great relationships with your brand. What makes cause marketing eff...
Listen082: Katie Driscoll, Lessons on Customer Perception from 2016-01-14T10:30
Customer perception is a difficult thing to understand, and even harder to change. Do customers see themselves in your brand image? Lessons on Changing Customer PerceptionAre your real customers ...
Listen081: Walking the Talk of Improving Customer Service from 2016-01-11T10:30
It’s EASY to talk about improving customer service. It's a lot harder to actually do anything about it! Why is it so hard to create a real strategy around putting the customer first? Are you reall...
Listen080: Mana Ionescu, Social Customer Care with Purpose from 2016-01-07T10:30
Mana Ionescu, President of Lightspan Digital, shares tips and insights on keeping up with the changing landscape of social customer care. Social Customer Care with PurposeIn today’s marketplace, ...
Listen079: 2016 Customer Experience Predictions from 2016-01-04T10:30
2016 is going to be a wild but shaky ride. Hold on tight! Where’s the next hairpin turn for your organization? Adam and Jeannie have some customer experience predictions to help keep you in your se...
Listen078: 2016 Customer Service Resolutions from 2015-12-28T10:30
What will you do to make 2016 the best year yet for your customers? New Year. New Customer Service Resolutions.Adam and Jeannie discuss some of the resolutions they believe every organization shou...
Listen077: Crowdsourcing Innovation with Customers from 2015-12-21T10:30
Crowdsourcing is one way companies are reaching customers before developing products or services. What do you think about this modern way of including customers? Is crowdsourcing the way to innova...
Listen076: Aaron Walker, Veteran Entrepreneur from 2015-12-17T10:30
Aaron Walker, veteran entrepreneur, has built his business around mentorship and used his vast experience to mentor leaders in many industries. Aaron has a great story and shares how he walks the t...
Listen075: Can You Gamify Customer Experience? from 2015-12-14T10:30
Who doesn’t like playing games, and winning!? Companies across many industries are learning how to gamify the experience for their customers. How can gamification improve the experience for your cu...
Listen074: Denise Lee Yohn, Brand-Building Expert from 2015-12-10T10:30
Denise Lee Yohn, author of Extraordinary Experiences: What Great Retail and Restaurant Brands Do, discusses the concepts of restaurant and retail stand-out experiences. Unique Opportunities in R...
Listen073: Hacking Your Workplace Culture from 2015-12-07T10:30
What if you don’t have a budget for lots of perks to create a positive workplace culture? Are there ways to hack culture to make the workplace positive and fun? Hacking Your Workplace CultureMoney...
Listen072: Matt Phillips, Innovation Expert from 2015-12-03T10:30
Matt Phillips is the President of management consulting firm, Phillips and Company. Matt helps us all understand breakthrough innovations and experience. Innovation Improves Customer ExperienceWha...
Listen071: The Fan Experience Goes Digital from 2015-11-30T10:30
Seeing the game live used to be enough for sports fans. Now, stadiums are designed to be a multi-screen experience. How are experiences changing for sports fans, and how are the champions deliverin...
Listen070: Giving Thanks to Your Customers from 2015-11-26T10:30
In honor of Thanksgiving, we’d like to share what we’re thankful for in this episode of Crack the Customer Code! We hope we can inspire you with some great stories of how some unique companies have...
Listen069: Embedded Customer Care from 2015-11-23T10:30
One of the things customers hate about customer service is finding it. How can customer care be embedded into the entire customer journey? Adam and Jeannie discuss the innovations that are making t...
Listen068: Annette Franz, Customer Experience Expert from 2015-11-19T10:30
Annette Franz, creator of the CX Journey blog, gets into the nitty gritty of what makes a customer journey map a powerful tool for any organization. Customer Journey Maps Get Real“Do I need to tra...
Listen067: Customer Security - It's More than Digital from 2015-11-16T10:30
Providing a secure environment for customers is more than just protecting data. What can we do to help everybody feel secure with every transaction throughout the entire journey?Customer Security a...
Listen066: Jill Salzman, Community Leader Extraordinaire from 2015-11-12T10:30
Jill Salzman, creator of The Founding Moms, joins us to discuss global networking and the inception of the world's first and only online and offline meet-up and resource network for mothers. Real ...
Listen065: Restaurant Customer Service from 2015-11-09T10:30
With so many options on the market, it is easier than ever for customers who've had a poor dining experience at one restaurant to take their loyalty and hard earned cash to a different venue. That'...
Listen064: Shep Hyken, Customer Experience Expert from 2015-11-05T10:30
Shep Hyken, the Customer Experience Expert and Chief Amazement Officer of Shepard Presentations, joins the podcast to talk about fusing disparate elements of customer service into one holistic whol...
Listen063: How To Create Frugal Customer Experiences from 2015-11-02T10:30
Superior customer experience is a non-negotiable facet of maintaining a thriving customer base. But how can you deliver an exceptional customer experience without an exceptional budget? Keeping Co...
Listen062: Shel Israel, Cross-Disciplinary Communicator from 2015-10-29T09:30
A Superstorm of Change Shel’s latest book, Lethal Generosity, borrows its name from the concept that when a company is incredibly generous to their customers, competitors’ efforts to hijack the cus...
Listen061: Why Customer Service Must Be Profitable from 2015-10-26T09:30
We all know that customer service is an essential aspect of customer experience can often be disconnected from profit. How can you improve customer experience while maintaining the health and profi...
Listen060: Jeremy Watkin, Head of Quality, FCR from 2015-10-22T09:30
While you may think of call centers as a customer service vehicle of the past, new and improved ‘contact’ centers are alive and well. As technology trends direct customers and businesses to mobile,...
Listen059: Pantry Market Takes DIY Cooking Offline from 2015-10-19T09:30
As customer experience experts, we have to focus on innovation in ways that others don’t. Our Customer Hero today has created a fantastic model to evolve, innovate, and better suit customer needs. ...
Listen058: Jill Griffin, The Loyalty Maker from 2015-10-15T09:30
High Expectations Customers are getting more and more savvy about what loyalty means to their preferred businesses, so expectations are high. What can businesses do to ensure that they maintain th...
Listen057: Customer Loyalty Trumps Industry Disruption from 2015-10-12T09:30
While it may be fun to be a disrupter, it’s not so fun to be the disruptee. What happens to organizations that have their entire industry shaken up? What can these businesses do to prepare for and ...
Listen056: Lori Jo Vest, Co-Author of Who's Your Gladys from 2015-10-08T09:30
Good customer service can give your company a competitive financial edge. Lori Jo Vest, co-author of Who’s Your Gladys joins the podcast today to identify key customer service strategies to take yo...
Listen055: Rebranding and Customer Experience from 2015-10-05T09:30
Changing your brand identity? You’re not alone. Jeannie and Adam tackle how to identify when the time is right to rebrand, but watch out! This week they're taking on a customer zero. Evolution vs....
Listen054: Marilyn Suttle, Co-Author of Who's Your Gladys from 2015-10-01T09:30
Marilyn Suttle is an expert on customer service culture change and developing emotional intelligence to foster breakthrough success. Her book, Who’s Your Gladys, reveals key methods to change the p...
Listen053: Preparing for Worst Case Customer Scenarios from 2015-09-28T09:30
Intelligent and compassionate entrepreneurs often get caught in the magical world of the ideal customer experience. But what happens when things go wrong? Join Adam and Jeannie as they discuss how ...
Listen052: Peter Shankman, New Media All Star from 2015-09-24T09:30
Inadequate customer service keeps rearing it’s ugly head. The good news is that any company of any size can do something immediate to make their service better. Enter Peter Shankman, the New York T...
Listen051: Jobr and Hiring Innovation from 2015-09-21T09:30
Job seeking is a necessary process that we've all experienced but is there anything that can relieve the stress or helplessness of submitting your resume, as Jeannie puts it, “into the black void o...
Listen050: 50 Pieces of Customer Service Advice from 2015-09-17T09:30
In honor of the 50th episode of Crack the Customer Code, we've selected 50 customer service sound bites across a wide range of concepts. From designing and delivering great customer experience to o...
Listen049: Are Canned Customer Greetings a Good Idea? from 2015-09-14T09:30
We’ve all encountered scripted customer greetings at one point or another in our lives. Are these greetings an effective strategy when crafting customer experience? The Benefits of Customer Greeti...
Listen048: John Warrillow, Author of The Automatic Customer from 2015-09-10T09:30
John Warrillow, the founder of the Value Builder System and bestselling author, joins the podcast this week to introduce strategies entrepreneurs can use to create loyal customers based on subscrip...
Listen047: Why Does Customer Service Still Stink? from 2015-09-07T09:30
Customer satisfaction ratings haven’t improved since the 1970’s, in fact, they've declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent stu...
Listen046: Tom Schwab on Inbound Marketing from 2015-09-03T09:30
Tom Schwab describes how business leaders can implement NPS and inbound marketing to focus on customer satisfaction and offer them the products and services they need. Tom Schwab: Inbound ExpertTo...
Listen045: The Customer Effort Score from 2015-08-31T09:30
We all love metrics, and that’s what this episode of Crack the Customer Code is all about. In particular, it’s about one metric - the Customer Effort Score - and whether or not it’s the best custom...
Listen044: Lee Caraher, Author of Millennials&Management from 2015-08-27T09:30
Lee Caraher tells us how intergenerational workplaces can succeed despite the perceived great divide between Millennials and earlier generations like Boomers. Are Millennials really that different...
Listen043: When Is it Okay to Hack Customer Behavior? from 2015-08-24T09:30
Businesses hack customer behavior all the time; the real question is, are they using their powers for good or evil? Join Adam and Jeannie as they discuss the good, the bad, and the ugly of hacking...
Listen042: John Murphy on Emotional Intelligence from 2015-08-20T09:30
John Murphy discusses how emotional intelligence can be a driver of success across metrics as you learn how to engage with your team, your clients, and your customers. How can business leaders eng...
Listen041: Does "Surprise and Delight" Work to Retain Customers? from 2015-08-17T09:30
Adding "Surprise& Delight" to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect. Adam and Jeannie discuss ...
Listen040: Robert Rose and The New Era of Marketing from 2015-08-13T09:30
An Interview with Robert Rose Robert introduces some of the principles taught in his latest book, Experiences: the 7th Era of Marketing, which he co-authored with Carla Johnson. After briefly...
Listen039: Does Employee Empowerment Work? from 2015-08-10T09:30
SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informati...
Listen038: Bob Burg, Author of The Go-Giver from 2015-08-06T09:30
Bob Burg, Author of The Go-Giver SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? ...
ListenBONUS: What's Next for this Podcast? from 2015-08-03T09:30
A few fun changes for Crack the Customer Code! SPONSOR MESSAGECustomer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and prof...
Listen037: Experiences Rule, Reebok’s Ben Blakesley, and Fraudsters from 2015-07-30T09:30
Product vs Experience: Selling and maintaining emotional connections Ben Blakesley, Sr. Manager, Global Social Media, ReebokCustomer Zero: How scam artists are ruining the experience for the rest ...
Listen036: Goodsnitch, Jennifer Maldonado, and Customer Experience Gaps from 2015-07-23T10:30
Goodsnitch, the “Anti-Yelp”: Snitches don’t end up in ditches! Jennifer Maldonado, Sr. Business Analyst&Voice of the Gamer program owner at Activision Customer Hero: Middle School Entrepreneur fi...
Listen035: Keurig, Ramon DeLeon,&Disney Cruise Line from 2015-07-16T09:00
Keurig brews social backlash, recent innovation goes back in the grinder Ramon DeLeon, Global Business and Social Media Keynote SpeakerCustomer Hero: Disney Cruise Line’s unbelievable dedication t...
Listen034: CX Automation, Ebay’s Raj Sivasubramanian,&Virgin Hotels from 2015-07-09T09:00
The pros and cons of obsessing about data Raj Sivasubramanian, Senior Manager, Global Customer Insights, eBay MarketplacesVirgin’s new hotel is a Customer Hero! SPONSOR MESSAGE Please supp...
Listen33: Global Markets&Erin Wallace from John Deere from 2015-07-02T09:00
Target Canada’s “supply chain disaster” Erin Wallace, Global Manager, Customer Experience, John DeerePoor customer satisfaction is a slippery slope for Wal-Mart! SPONSOR MESSAGE Please sup...
ListenEpisode 031: Customer Experience Managers, Jeanne Bliss, and Netflix from 2015-06-18T09:00
Do you need a customer experience manager? Best-selling author Jeanne BlissHow Netflix became a Customer Hero SPONSOR MESSAGEAre you mapping your customer journeys but struggling with how to deriv...
ListenEpisode 030: Convenience, AT&T’s Diane Magers, and Department Stores from 2015-06-11T09:00
Is everyone driven by convenience? Diane Magers, from AT&T, discusses making change in a huge organization Why department stores need to catch up How important is convenience for customers? D...
ListenEpisode 029: Insights from Top Customer Experience Pros from 2015-06-04T09:00
Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. What’s the Future of Customer Experie...
ListenEpisode 028: Holacracy, Arizona Diamondbacks CEO Derrick Hall, and Fine Print from 2015-05-28T09:00
Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. Zappos innovates again with holacracyArizona ...
ListenEpisode 027: Customer Experience Fragmentation, Ann Handley, and #1 Cochran Automotive from 2015-05-21T09:00
Will customer experience become as fragmented as marketingAn interview with Ann Handley, author of Everybody Writes And our Customer Hero is #1 Cochran Automotive Will Customer Experience B...
ListenEpisode 026: Uber and Chicago Cabbie from 2015-05-14T09:00
Uber Disrupts and Chicago Cabbie Uber and Lyft disrupt a long-standing and regulated industry How Rashid Temuri, aka @chicagocabbie, has earned loyalty through providing exceptionally great serv...
ListenEpisode 025: Customer Journey Maps, Justin Zacks, and Amazon 2-Hour Delivery from 2015-05-07T09:00
Customer journey maps How Citrix’s Justin Zacks uses design thinking in customer experienceHow Amazon Prime Now is changing the game (again) Customer Journey Mapping Pros and Cons Jeanni...
ListenEpisode 024: Be Your Customer’s Hero – The Interview from 2015-04-29T23:37:02
Today, we have a special episode. Adam’s new book Be Your Customer’s Hero launched this week, and Jeannie turns the table on Adam and places him in the interview hot seat for the entire episode! Be...
ListenEpisode 023: Creating Community, Mark Schaefer, and Keurig K-Cups from 2015-04-23T09:00
Does every organization need a community? How Mark Schaefer, marketing expert, handles the influx of content todayCustomer Zero: Keurig tries to mandate customer loyalty Does every organizat...
ListenEpisode 022: Falling CX Scores, TripIt’s Amy Jackson, and Interactive Van Gogh from 2015-04-16T13:02:39
A rockin’ episode about financial services and a live interview from SXSW Interactive… Financial services may have a few things to improve in their digital experiencesHow TripIt’s Amy Jackson list...
ListenEpisode 021: PR Customer Experience, Shonali Burke, and The Walking Dead from 2015-04-09T09:00
How PR&Marketing set up the customer experience What Shonali Burke, PR maven, has to say about the intersection of PR and experienceCustomer Hero: AMC creates a rich and interactive experience for...
ListenEpisode 020: Social Selling, Tom Martin, and Tinder from 2015-04-02T09:00
In this episode you will hear: How social selling doesn’t work for Generation ZHow Tom Martin, author of The Invisible Sale, encourages seducing instead of selling on social How a dating app based...
ListenEpisode 019: Writing for Machines, Andy Crestodina, and Personalized Robots from 2015-03-26T09:00
In this episode you will hear: How writing for Google instead of your customers can start the relationship off on the wrong footHow Andy Crestodina, co-founder of Orbit Media, creates conten...
ListenSpecial Episode: Next Generation Customer Experience Conference from 2015-03-23T18:33:25
Listen to Jeannie and Adam discuss Jeannie's trip to the NextGen Customer Experience conference and takeaways from last year's conference. Learn more about your ad choices. Visit megaphone.fm/adcho...
ListenEpisode 18: Brand Personas, Rod Brooks, and Small Moments from 2015-03-19T09:00
In this podcast you will learn – - How to personify your brand - Rod Brooks of PEMCO Insurance - How to create moments of delight around your product Create Customer...
ListenEpisode 017: Customer Feedback, Mohamed Latib, and Progressive Insurance from 2015-03-12T09:00
In this episode… Gathering Customer Feedback Can Be More Than Difficult Than It Seems!Mohamed Latib, COO of PeriscopeIQ Customer Hero? Letting Your Auto Insurer Follow You Around Gatherin...
ListenSpecial Episode: SXSW Interactive Predictions from 2015-03-10T09:00
A special episode where Jeannie and Adam discuss Jeannie's predictions for what will be hot at the upcoming South by Southwest (SXSW) Interactive. Learn more about your ad choices. Visit megaphone....
ListenEpisode 016: Digital Deniers, Blagica Bottigliero, and Discontinuing Products from 2015-03-05T10:00
In this episode… Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives An Interview With Blagica Bottigliero of Metaverse Mod SquadA Product Discontinuation Becomes a Customer Problem ...
ListenEpisode 015: Bad Customer Service, Matt Ward, and Maximizing Shareholder Value from 2015-02-26T10:00
In this episode… When Bad Customer Service Can Still Yield Good Business ResultsAn Interview With Matt Ward of E&J Gallo Winery An NFL Team Makes an Impact with One Customer Can Bad Custo...
ListenEpisode 014: Handling Pressure, Jeff Toister, and The Customer as Hero from 2015-02-19T10:00
In this episode… Handling Pressure in Customer ServiceAn Interview With Jeff Toister of Toister Solutions The Customers are the Heroes Handling Pressure in Customer Service Jeannie and...
ListenEpisode 012: Millennial Consumers, Anna Bell, and NFL Customer Experience from 2015-02-15T16:59:46
In this episode… The Millennial CustomerAn Interview With Anna Bell of E&J Gallo Winery An NFL Team Makes an Impact with One CustomerThe Millennial Customer Adam and Jeannie discuss how Millennial...
ListenEpisode 013: Cognitive Dissonance, Mike Wittenstein, and Meet Me at Starbucks from 2015-02-12T10:00
In this episode… How Our Brains Work Against Us An Interview With Mike Wittenstein of StoryminersMeet Me at Starbucks How Our Brains Work Against Us Jeannie and Adam discuss why it ...
ListenEpisode 011: Customer Service Greatness, Mafia Hairdresser, and Not Tipping from 2015-01-29T10:00
In this episode… Should We Emulate the Service Greats?An Interview With Jon-David aka Mafia Hairdresser People Who Don’t TipShould We Emulate the Service Greats? Jeannie and Adam discuss the servi...
ListenEpisode 010: Customer Experience Titles, Ingrid Lindberg, and Steamboat Springs from 2015-01-22T10:00
In this episode… Discussing CX Leadership RolesInterview with Ingrid Lindberg Towns Creating Improved Customer Experiences for VisitorsA Conversation about Customer Experience Leadership Roles Ada...
ListenEpisode 009: Paper Bag Quotations, Rachel Happe, and Abusing Olive Garden from 2015-01-15T10:00
In this episode… Chipotle puts quotations on cups and bagsInterview with Rachel Happe A good Samaritan abuses the Olive Garden Pasta Pass Chipotle’s Cup and Bag QuotationsJeannie shares with u...
ListenEpisode 008: Stalking the Customer, Joni Williams, and Office Space from 2015-01-13T03:43:17
In this episode… Stalking the Customer Interview with Joni WilliamsCustomer Hero, Customer Zero: A Tale of Office Space Stalking the Customer Adam shares that he has an entire chapte...
ListenEpisode 007: Communicating Internally, Stan Phelps, and The Audience Experience from 2015-01-01T14:23:17
In this episode… Communicating internally and its effect on customersInterview with Stan Phelps The audience experience Communicating Internally and its Effect on Customers Jeannie d...
ListenEpisode 006: Mobile Customer Experience, Tabitha Dunn, and Sephora’s Mobile Integration from 2015-01-01T07:00
In this episode… Mobile customer experience and how businesses are succeeding or failing with itInterview with Tabitha Dunn, Customer Experience leader at Citrix and Concur Discussion about ...
ListenEpisode 005: Wearables, Gini Dietrich, and CEO Non-Believers from 2014-12-18T10:00
In this episode… Wearables and the future of customer experienceInterview with Gini Dietrich What to do when your CEO does not believe in customer experience Wearables and the Future of Customer ...
ListenEpisode 004: The Failure of Borders, Bill Cusick, and Healthcare Customer Service from 2014-12-11T10:00
In this episode… We discuss why Borders Bookstore failed and why others can learn from itInterview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational Healthcare custom...
ListenEpisode 003: Crazy Customers, Mari Luangrath, and Southwest Airlines from 2014-12-04T00:13:25
In this episode… Dealing with crazy customersInterview with Mari Luangrath, owner of Foiled Cupcakes How Southwest Airlines is listening to customers Crazy CustomersAdam and Jeannie talk about cra...
ListenEpisode 002: Graeme Newell&When Good Customer Service is Bad Experience from 2014-12-04T00:05:41
In this episode… An interview with Graeme Newell, expert in emotional marketing and President of 602 Communications.Can you have great customer service but still have a bad customer experience? And...
ListenEpisode 001: Apple Store Lady, Jackie Huba, and Heathrow Airport from 2014-12-03T05:11:56
In this episode… Why customers are so frustratedAn interview with Jackie Huba, author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Customer Zero – Can you tell someone customer ...
ListenEpisode 000: Should We Start a Podcast? from 2014-12-03T04:50:33
In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with h...
ListenEpisode 000: Should We Start a Podcast? from 2014-12-03T04:50:33
In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with h...
ListenEpisode 000: Should We Start a Podcast? from 2014-12-03T04:50:33
In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with h...
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