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.
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280: Lesley Lykins, CX Day
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 come a long way, and the whole world is celebrating on...
21 min
227
279: Is Efficient Customer Service Best?
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 we think of efficient customer service, the emphasis is...
12 min
228
278: Stacey Hanke, Communicate with Influence
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 others is critical to the success of any business or...
30 min
229
277: 5 Digital Experience Offenses
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 still everywhere! Are you guilty? Umm… probably....
4 min
230
276: Nora Burns, HR Undercover
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 business, so why is it so hard to attract and keep...
28 min
231
275: (Tip) Go Negative with Your Training
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 negativity in customer service training could be harmful...
4 min
232
274: Nienke Bloem, Gamifying Customer Experience
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 customer experience is becoming a must for business leaders...
19 min
233
273: (Tip) What Is a Moment of Truth?
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 journey deserves attention, some are more critical than...
4 min
234
272: Kristina Quinones, MeetEdgar Customer Service
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 customer service approach Thanks to its unique approach at...
20 min
235
271: Take It To the Top – Tesla’s New Strategy
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 that a service issue or complaint be escalated is...
14 min
236
270: John-Paul Narowski, KarmaCRM
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 Relationship Management (CRM) software before, then...
23 min
237
269: We’re Listening
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 hearts for listening, but we want you to know we’re...
5 min
238
268: Microchipping Employees
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 microchips that help deter theft in retail settings to...
14 min
239
267: 3 Questions for Employees
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 business outcomes. Poorly engaged or actively disengaged...
4 min
240
266: Chip Bell, Innovating Service
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 experiences We all want customers talking about their...
25 min
241
265: (Tip) Chatbots and Humans
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 research says we love them! However, we have a long way to...
10 min
242
264: (Tip) Mobile Potential
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 that’s because capabilities and expectations are...
10 min
243
263: Merit Gest, Sales Engagement
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 treated as separate from the customer experience....
20 min
244
262: Ecommerce Still Not Getting It Right
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 come a long way since the 90’s, but recent research...
9 min
245
261: Thoughts on First Contact Resolution
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-centric How many steps must a customer take before...
5 min
246
260: Julie Ann Sullivan, Employee Attitudes
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 business strategy and great employees, you may still...
18 min
247
259: Predicting Behavior and Risk
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, and the technology is improving rapidly. Machines can...
11 min
248
258: (Tip) Making Sure Your Team Knows Their Goals
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 business forward… But teams, departments, and the...
7 min
249
257: Pat Iyer, Legal Nurse Podcast
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 imagine if you had legal and medical issues thrown in the...
13 min
250
256: How Not to Hire Idiots When You're Desperate
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, Jeannie and Adam share tips for hiring well you're under...
9 min