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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180: John DiJulius, The Customer Service Revolu...
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 Revolution? In today’s connected world, the traditional ways...
34 min
327
179: (Tip) Staffing Automated Customer Service
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 help to create a smoother, more convenient process...
3 min
328
178: (Tip) Non-Financial Employee Incentives
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 necessarily have a budget for bonuses and pay...
4 min
329
177: The ROI of Customer Experience
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 can be tricky, and you may need some convincing...
5 min
330
176: (Tip) Hiring a Customer-Centric Employee
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 candidate with the...
3 min
331
175: (Tip) How Business Schools Can Add Custome...
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 from business schools? Business schools traditionally...
3 min
332
174: Robert Scoble, Augmented Reality and the F...
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 business near you “It’s clear that the world is going...
35 min
333
173: (Tip) Resolving Customer Service Issues
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 customer-facing employees benefit greatly when...
3 min
334
172: (Tip) Personalizing the Customer Experience
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 getting creative about personalizing the customer...
2 min
335
171: This Podcast in 2017
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 season, but we’re back! And to kick off the...
4 min
336
170: What’s Happening Next
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 year on the podcast, and we’re so thankful...
5 min
337
169: Election Day Customer Experience Lessons
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 recent US election, tens of millions of dollars were...
16 min
338
168: Nate Brown, Service Center Engagement
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 processes are ever-complicating. And customer...
23 min
339
167: Signs You’re Losing a Customer
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 they’ve left you. That feedback can save...
10 min
340
166: Justin Deese, Blue Collar Service
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 Justin Deese is a highly sought-after business...
16 min
341
165: Are You Ready for the Holidays?
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 holidays? Think about that for a moment... Count...
13 min
342
164: Doug Sandler, Nice Guys Finish First
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 experience as an entrepreneur and leader....
21 min
343
163: When to Update Customer Journey Maps
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 in your organization, your products, or your...
11 min
344
162: Joy Marsden, Keep Stepping
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 20 years business experience in technical...
18 min
345
161: How to Approach Customer Threats
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 customer threats? We’ve turned the tables a bit today!...
15 min
346
160: Blake Morgan, More is More
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 Over the past decade, there has been a huge emphasis...
23 min
347
159: No Budget for Customer Experience
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 leaders in large and small organizations who see the...
12 min
348
158: Christoff Weihman, Excellerate Service
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 career, Christoff Weihman has served in various...
23 min
349
157: Employee Incentives and Unintended Consequ...
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 quotas, new customer acquisition, and more. And while...
13 min
350
156: John Dwyer, WOW Marketing
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 Australian entrepreneur, marketing and business coach....
29 min