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.

Business
376
130: Chloë Thomas, Customer Manipulation
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, it is our jobs as marketers to manipulate...
20 min
377
129: TSA Customer Service
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 Customer service in government security… Dare we use these...
14 min
378
128: Christianne Harder, Fan Engagement
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 to the modern fan engagement than getting the...
35 min
379
127: Is Transparency Effective?
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 to share, and with whom? This is an age-old conundrum,...
14 min
380
126: Sven Gierlinger, Patient Empathy
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 culture Healthcare workers are indeed heroes. With...
25 min
381
125: How Environment Impacts Experience
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 world renowned as a pioneer in improving the patient...
9 min
382
124: Brian Andrews, VP of Customer Experience a...
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 a Harvard Business Review article on the practice,...
10 min
383
123: CXPA Live, Regulated Industry Challenges
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. Industry regulations are no excuse! Companies in...
5 min
384
122: Tema Frank, People Shock
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 technology, we acquire new processes. And those processes...
19 min
385
121: CXPA Live, Healthcare Experience Observations
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 experience At this year’s CXPA Insight Exchange, our...
6 min
386
120: Jim Kalbach, Experience Mapping Expert
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 Thinking of creating a customer journey map, process diagram...
19 min
387
119: CXPA Live, Predictive Analytics
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 analytics for proactive customer service We just love...
4 min
388
118: David Williams, Make-A-Wish
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, and are they any different? We talk a lot about showing...
29 min
389
117: CXPA Live, The Voice of the Customer
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? A few years ago, the buzz amongst customer experience...
4 min
390
116: Terry Brock, Growing Your Business with Tech
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’s been for generations, in that it’s all about...
26 min
391
115: Do Loyalty Programs Still Work?
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 Punch cards, reward points and other incentives have...
19 min
392
114: Ron Tite, Branding and Creativity Expert
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 experiences. And solving unforeseen customer service problems...
36 min
393
113: Our Favorite Apps
What makes a great mobile app stand out from the majority that never get used? Today we share some of our favorites and what makes them home screen essentials. The magic of our favorite apps Companies are quickly bridging the cross-channel gaps to...
21 min
394
112: Terri Goldstein, The Science of Package De...
You have 5 seconds to win the customer in a retail setting. How can you use neuroscience and smart package design to jumpstart the customer experience? The science of package design Marketing your brand in a retail setting today is more competitive...
21 min
395
111: Analog Customer Experiences
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 experiences Artificial intelligence, customer service scripts...
16 min
396
110: Mike Ganino, Guest Experience Expert
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 excellent guest experience Mike Ganino...
24 min
397
109: Slow Fashion and Rapid Innovation
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 innovation Today, fashion demands can change as fast as your...
20 min
398
108: Stan Phelps & Evan Carroll, Blue Goldfish
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 customer experience. Solving the riddle of...
22 min
399
107: Extreme Customization
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 customization We’ve talked a lot about the importance of personalization for...
16 min
400
106: J V Crum, Social Consciousness in Business
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 consciousness Are you in business to solve real problems for people, or are you...
32 min