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.
351
155: Don’t Forget the Baby Boomers
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 demographic? We’ve talked a lot about Millennials...
10 min
352
154: Adrian Swinscoe, How to Wow
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 Amazing. About our guest Adrian Swinscoe is a customer...
22 min
353
153: Training for New Customer Service Technology
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 technology wins and fails What happens when we adopt great new...
13 min
354
152: Daniel Lemin, Manipurated
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 respected authority on the reputation industry. An early...
27 min
355
151: Bringing the Experience to the Customers
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 consumer, making a purchase is often hinged on...
13 min
356
150: Phil Gerbyshak, Social Connections
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 social selling and connection. With a...
26 min
357
149: Customer Service and Technology Investment
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 technology fail To invest, or not to invest? It's a tough...
13 min
358
148: Randi Busse, Workforce Development
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 Customer Service Speaker, Trainer and Author of...
20 min
359
147: Private Social Media for Customer Service
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 Social platforms have been growing and evolving as a...
12 min
360
146: Casey Carpenter, Sales Breakthrough Coach
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, Casey knows this: Anyone can improve her sales skills...
23 min
361
145: Defining Bad Customer Service
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 Too often, customer service is pushed into...
11 min
362
144: Eddie Turner, Facilitating Change
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 often difficult for individuals. But for organizations,...
18 min
363
143: How Augmented Reality is Changing Customer...
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 (AR) is a live direct or indirect view of a...
15 min
364
142: Anna Liotta, Unlocking Generational Codes
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 consultant and author with a deep...
35 min
365
141: When Customers Don’t Want Your Help
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 typically trained to handle rejection, many other...
11 min
366
140: Bryan Kramer, The Art of Shareology
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 Shareology From sharing content to sharing rides, humans are...
29 min
367
139: The Role of Content in Customer Service
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: Content in customer service Sharing valuable content is...
6 min
368
138: Becky Spohn, Professional Confidence Builder
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. About our guest Becky Spohn is an...
10 min
369
137: Culture and Customer Service
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 impressions with proactive service To provide...
4 min
370
136: Jane Anderson, Customer Service for Person...
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 in a personally branded business, you are far more...
18 min
371
135: History as a Sales Point
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’ve all seen marketing copy that says things like...
9 min
372
134: Curtis Kopf, Premera Blue Cross
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 challenges A great customer experience is an easy...
27 min
373
133: Tesla and the Infrastructure of Innovation
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 towards the next great thing Tesla Motors plans on making...
14 min
374
132: Alison Circle, Columbus Metropolitan Library
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 Library: Creating a community around knowledge To...
22 min
375
131: Does Payment Affect Customer Experience?
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 topic like unboxing or social media engagement. And...
19 min