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.
401
105: Onstage vs Offstage Customer Experience
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 experience affect your customers?
Offstage customer...
14 min
402
104: Pat Helmers, Sales Babble Podcast
Pat Helmers, host of the Sales Babble podcast, discusses the intersection of sales and customer experience.
Driving sales with great experiences
Sales is tough! And driven by the need to close the sale and move onto the next customer, sales teams...
25 min
403
103: Will Virtual Reality Make Customer Service...
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 more than just fun and games?
Virtual reality...
19 min
404
102: Jim Rembach, Fast Leader
Today’s guest helps us understand emotional intelligence to bridge the gap between employee engagement and improved customer experiences.
Emotional intelligence creates great customer experiences
What is the connection between employee...
22 min
405
101: How the Innovation Process Fails Us
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 practices” and customer experience...
15 min
406
100: Customer Service 100 Years Ago
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!
Have you ever thought about what people will be saying...
15 min
407
099: B2C vs. B2B Customer Experience
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 sound like a trick question, but it...
15 min
408
098: Brian Solis, Where Business Meets Design
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 future is all about experience
3.5 years in...
41 min
409
097: The Best Customer Loyalty Metrics
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 for everyone.
Are your customer...
15 min
410
096: Jay Baer, Hug Your Haters
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 science of complaint
What if you could...
28 min
411
095: Offboarding Customers
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 the long term.
The customer journey does not stop...
12 min
412
094: Joseph Michelli, Becoming Customer-Obsessed
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 time for a customer experience...
19 min
413
093: Why Employee Engagement Matters
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: Have we got it all wrong?
Employee engagement has been...
13 min
414
092: Ayelet Baron, The Future of Work
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 21st-century mindset: People over process
An...
26 min
415
091: How to Find Time for Training
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 staff an option?
As companies grow, it becomes harder...
16 min
416
090: How Can You Show Customers Love?
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 it!
There are many ways people define love, but...
11 min
417
089: Will Companies Demand Your Phone Records?
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 customer level. Would you hand over your phone or...
18 min
418
088: Richard Shapiro, The Endangered Customer
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 connections with customers, no matter how big our...
19 min
419
087: The Next Generation of Customer Experience...
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 emerging leaders in the field.
What do...
16 min
420
086: Dr. Adrienne Boissy, The Patient Experience
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 enormous shift in how the healthcare system perceives and...
28 min
421
085: Proactive Customer Service and Worst-Case ...
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.
What's your customer service doomsday plan?
No...
22 min
422
084: Sylvie Di Giusto, Why First Impressions Ma...
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 first impressions
The average person makes about...
28 min
423
083: Cause Marketing Done Well
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 effective?
Adam and Jeannie share some great...
17 min
424
082: Katie Driscoll, Lessons on Customer Percep...
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 Perception
Are your real customers properly represented in your marketing? What if 13%...
16 min
425
081: Walking the Talk of Improving Customer Ser...
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 really improving customer service?
Making a big deal...
20 min