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
476
Episode 031: Customer Experience Managers, Jean...
Do you need a customer experience manager? Best-selling author Jeanne Bliss How Netflix became a Customer Hero SPONSOR MESSAGE Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard...
24 min
477
Episode 030: Convenience, AT&T’s Diane Magers, ...
Is everyone driven by convenience? Diane Magers, from AT&T, discusses making change in a huge organization Why department stores need to catch up     How important is convenience for customers?   Determining how to make...
28 min
478
Episode 029: Insights from Top Customer Experie...
  Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members.       What’s the Future of Customer...
23 min
479
Episode 028: Holacracy, Arizona Diamondbacks CE...
Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. Zappos innovates again with holacracy Arizona Diamondbacks CEO Derrick Hall invigorates the...
24 min
480
Episode 027: Customer Experience Fragmentation,...
  Will customer experience become as fragmented as marketing An interview with Ann Handley, author of Everybody Writes And our Customer Hero is #1 Cochran Automotive     Will Customer Experience Become as Fragmented as...
30 min
481
Episode 026: Uber and Chicago Cabbie
Uber Disrupts and Chicago Cabbie   Uber and Lyft disrupt a long-standing and regulated industry   How Rashid Temuri, aka @chicagocabbie, has earned loyalty through providing exceptionally great service!   Rashid, Adam and Jeannie...
27 min
482
Episode 025: Customer Journey Maps, Justin Zack...
Customer journey maps How Citrix’s Justin Zacks uses design thinking in customer experience How Amazon Prime Now is changing the game (again)     Customer Journey Mapping Pros and Cons     Jeannie lays out what...
26 min
483
Episode 024: Be Your Customer’s Hero – The Int...
Today, we have a special episode. Adam’s new book Be Your Customer’s Hero launched this week, and Jeannie turns the table on Adam and places him in the interview hot seat for the entire episode! Be Your Customer's Hero Interview Here are...
20 min
484
Episode 023: Creating Community, Mark Schaefer...
Does every organization need a community? How Mark Schaefer, marketing expert, handles the influx of content today Customer Zero: Keurig tries to mandate customer loyalty     Does every organization need a...
26 min
485
Episode 022: Falling CX Scores, TripIt’s Amy Ja...
A rockin’ episode about financial services and a live interview from SXSW Interactive… Financial services may have a few things to improve in their digital experiences How TripIt’s Amy Jackson listens to customers Updated Van...
22 min
486
Episode 021: PR Customer Experience, Shonali B...
How PR & Marketing set up the customer experience What Shonali Burke, PR maven, has to say about the intersection of PR and experience Customer Hero: AMC creates a rich and interactive experience for The Walking Dead viewers and...
25 min
487
Episode 020: Social Selling, Tom Martin, and T...
In this episode you will hear: How social selling doesn’t work for Generation Z How Tom Martin, author of The Invisible Sale, encourages seducing instead of selling on social How a dating app based on snap judgments is a Customer Zero, but...
26 min
488
Episode 019: Writing for Machines, Andy Crestod...
In this episode you will hear:     How writing for Google instead of your customers can start the relationship off on the wrong foot How Andy Crestodina, co-founder of Orbit Media, creates content designed to deliver what customers...
21 min
489
Special Episode: Next Generation Customer Exper...
Listen to Jeannie and Adam discuss Jeannie's trip to the NextGen Customer Experience conference and takeaways from last year's conference.
2 min
490
Episode 18: Brand Personas, Rod Brooks, and Sma...
In this podcast you will learn –   -        How to personify your brand   -        Rod Brooks of PEMCO...
23 min
491
Episode 017: Customer Feedback, Mohamed Latib, ...
In this episode…     Gathering Customer Feedback Can Be More Than Difficult Than It Seems! Mohamed Latib, COO of PeriscopeIQ Customer Hero? Letting Your Auto Insurer Follow You Around     Gathering Customer...
17 min
492
Special Episode: SXSW Interactive Predictions
A special episode where Jeannie and Adam discuss Jeannie's predictions for what will be hot at the upcoming South by Southwest (SXSW) Interactive.
9 min
493
Episode 016: Digital Deniers, Blagica Bottiglie...
  In this episode…     Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives An Interview With Blagica Bottigliero of Metaverse Mod Squad A Product Discontinuation Becomes a Customer...
16 min
494
Episode 015: Bad Customer Service, Matt Ward, a...
In this episode…     When Bad Customer Service Can Still Yield Good Business Results An Interview With Matt Ward of E&J Gallo Winery An NFL Team Makes an Impact with One Customer     Can Bad Customer Service...
19 min
495
Episode 014: Handling Pressure, Jeff Toister, a...
In this episode…     Handling Pressure in Customer Service An Interview With Jeff Toister of Toister Solutions The Customers are the Heroes     Handling Pressure in Customer Service     Jeannie and...
21 min
496
Episode 012: Millennial Consumers, Anna Bell, a...
In this episode… The Millennial Customer An Interview With Anna Bell of E&J Gallo Winery An NFL Team Makes an Impact with One Customer The Millennial Customer Adam and Jeannie discuss how Millennials are different (and...
19 min
497
Episode 013: Cognitive Dissonance, Mike Wittens...
  In this episode…     How Our Brains Work Against Us An Interview With Mike Wittenstein of Storyminers Meet Me at Starbucks     How Our Brains Work Against Us     Jeannie and Adam discuss why...
19 min
498
Episode 011: Customer Service Greatness, Mafia ...
In this episode… Should We Emulate the Service Greats? An Interview With Jon-David aka Mafia Hairdresser People Who Don’t Tip Should We Emulate the Service Greats? Jeannie and Adam discuss the service greats and if others should...
20 min
499
Episode 010: Customer Experience Titles, Ingrid...
In this episode… Discussing CX Leadership Roles Interview with Ingrid Lindberg Towns Creating Improved Customer Experiences for Visitors A Conversation about Customer Experience Leadership Roles Adam and Jeannie discuss the many...
17 min
500
Episode 009: Paper Bag Quotations, Rachel Happe...
In this episode… Chipotle puts quotations on cups and bags Interview with Rachel Happe A good Samaritan abuses the Olive Garden Pasta Pass   Chipotle’s Cup and Bag Quotations Jeannie shares with us an interesting set of...
18 min