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
451
055: Rebranding and Customer Experience
Changing your brand identity? You’re not alone. Jeannie and Adam tackle how to identify when the time is right to rebrand, but watch out! This week they're taking on a customer zero.Evolution vs. RevolutionJeannie and Adam have noticed a...
14 min
452
054: Marilyn Suttle, Co-Author of Who's Your Gl...
Marilyn Suttle is an expert on customer service culture change and developing emotional intelligence to foster breakthrough success. Her book, Who’s Your Gladys, reveals key methods to change the psychology around handling difficult...
26 min
453
053: Preparing for Worst Case Customer Scenarios
Intelligent and compassionate entrepreneurs often get caught in the magical world of the ideal customer experience. But what happens when things go wrong? Join Adam and Jeannie as they discuss how to be prepared for worst case customer...
13 min
454
052: Peter Shankman, New Media All Star
Inadequate customer service keeps rearing it’s ugly head. The good news is that any company of any size can do something immediate to make their service better. Enter Peter Shankman, the New York Times dubbed “PR all...
20 min
455
051: Jobr and Hiring Innovation
Job seeking is a necessary process that we've all experienced but is there anything that can relieve the stress or helplessness of submitting your resume, as Jeannie puts it, “into the black void of eternity”?  With mobile...
12 min
456
050: 50 Pieces of Customer Service Advice
In honor of the 50th episode of Crack the Customer Code, we've selected 50 customer service sound bites across a wide range of concepts. From designing and delivering great customer experience to overused clichés, these tips run the gamut,...
17 min
457
049: Are Canned Customer Greetings a Good Idea?
We’ve all encountered scripted customer greetings at one point or another in our lives. Are these greetings an effective strategy when crafting customer experience? The Benefits of Customer Greetings Customer greetings are the introduction to...
13 min
458
048: John Warrillow, Author of The Automatic Cu...
John Warrillow, the founder of the Value Builder System and bestselling author, joins the podcast this week to introduce strategies entrepreneurs can use to create loyal customers based on subscriptions. How can business leaders identify their...
22 min
459
047: Why Does Customer Service Still Stink?
Customer satisfaction ratings haven’t improved since the 1970’s, in fact, they've declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent study performed by Consumer...
17 min
460
046: Tom Schwab on Inbound Marketing
Tom Schwab describes how business leaders can implement NPS and inbound marketing to focus on customer satisfaction and offer them the products and services they need. Tom Schwab: Inbound Expert Tom Schwab is an entrepreneur, a consultant, a...
22 min
461
045: The Customer Effort Score
We all love metrics, and that’s what this episode of Crack the Customer Code is all about. In particular, it’s about one metric - the Customer Effort Score - and whether or not it’s the best customer experience metric to track. Do...
18 min
462
044: Lee Caraher, Author of Millennials & Manag...
Lee Caraher tells us how intergenerational workplaces can succeed despite the perceived great divide between Millennials and earlier generations like Boomers. Are Millennials really that different from earlier generations? People talk about...
26 min
463
043: When Is it Okay to Hack Customer Behavior?
Businesses hack customer behavior all the time; the real question is, are they using their powers for good or evil? Join Adam and Jeannie as they discuss the good, the bad, and the ugly of hacking customer experience. It is ever okay? Is Customer...
16 min
464
042: John Murphy on Emotional Intelligence
John Murphy discusses how emotional intelligence can be a driver of success across metrics as you learn how to engage with your team, your clients, and your customers. How can business leaders engage their team in the company vision? "Emotional...
27 min
465
041: Does "Surprise and Delight" Work to Retain...
Adding "Surprise & Delight" to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect. Adam and Jeannie discuss the trend of “Surprise...
17 min
466
040: Robert Rose and The New Era of Marketing
An Interview with Robert Rose   Robert introduces some of the principles taught in his latest book, Experiences: the 7th Era of Marketing, which he co-authored with Carla Johnson.     After briefly summarizing the previous six...
20 min
467
039: Does Employee Empowerment Work?
SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego...
19 min
468
038: Bob Burg, Author of The Go-Giver
Bob Burg, Author of The Go-Giver   SPONSOR MESSAGE     Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service...
25 min
469
BONUS: What's Next for this Podcast?
A few fun changes for Crack the Customer Code! SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an...
3 min
470
037: Experiences Rule, Reebok’s Ben Blakesley, ...
Product vs Experience: Selling and maintaining emotional connections Ben Blakesley, Sr. Manager, Global Social Media, Reebok Customer Zero: How scam artists are ruining the experience for the rest of us SPONSOR MESSAGE Customer Experience is...
29 min
471
036: Goodsnitch, Jennifer Maldonado, and Custom...
Goodsnitch, the “Anti-Yelp”: Snitches don’t end up in ditches! Jennifer Maldonado, Sr. Business Analyst & Voice of the Gamer program owner at Activision Customer Hero: Middle School Entrepreneur fills a Huge Customer Experience...
31 min
472
035: Keurig, Ramon DeLeon, & Disney Cruise Line
Keurig brews social backlash, recent innovation goes back in the grinder Ramon DeLeon, Global Business and Social Media Keynote Speaker Customer Hero: Disney Cruise Line’s unbelievable dedication to details     SPONSOR...
23 min
473
034: CX Automation, Ebay’s Raj Sivasubramanian,...
The pros and cons of obsessing about data Raj Sivasubramanian, Senior Manager, Global Customer Insights, eBay Marketplaces Virgin’s new hotel is a Customer Hero!       SPONSOR MESSAGE   Please support our fantastic...
27 min
474
33: Global Markets & Erin Wallace from John Deere
Target Canada’s “supply chain disaster” Erin Wallace, Global Manager, Customer Experience, John Deere Poor customer satisfaction is a slippery slope for Wal-Mart!     SPONSOR MESSAGE   Please support our...
29 min
475
032: Cable Customer Service and Luis Serpa
Thanks to our sponsor, Touchpoint Dashboard!       Does customer experience trump brand in acquisition? Luis Serpa UL (Underwriter Laboratories) Principal, Digital Experience at Underwriters Laboratories Customer Zero: The...
32 min