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
501
Episode 008: Stalking the Customer, Joni Willia...
  In this episode…     Stalking the Customer Interview with Joni Williams Customer Hero, Customer Zero: A Tale of Office Space     Stalking the Customer   Adam shares that he has an entire chapter in...
17 min
502
Episode 007: Communicating Internally, Stan Phe...
In this episode…     Communicating internally and its effect on customers Interview with Stan Phelps The audience experience       Communicating Internally and its Effect on Customers   Jeannie...
21 min
503
Episode 006: Mobile Customer Experience, Tabith...
In this episode…     Mobile customer experience and how businesses are succeeding or failing with it Interview with Tabitha Dunn, Customer Experience leader at Citrix and Concur Discussion about Sephora’s mobile...
17 min
504
Episode 005: Wearables, Gini Dietrich, and CEO ...
In this episode… Wearables and the future of customer experience Interview with Gini Dietrich What to do when your CEO does not believe in customer experience   Wearables and the Future of Customer Experience Adam and Jeannie...
18 min
505
Episode 004: The Failure of Borders, Bill Cusic...
In this episode… We discuss why Borders Bookstore failed and why others can learn from it Interview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational Healthcare customer service   Why Borders...
22 min
506
Episode 003: Crazy Customers, Mari Luangrath, a...
In this episode… Dealing with crazy customers Interview with Mari Luangrath, owner of Foiled Cupcakes How Southwest Airlines is listening to customers   Crazy Customers Adam and Jeannie talk about crazy customers and how to work...
23 min
507
Episode 002: Graeme Newell & When Good Customer...
In this episode… An interview with Graeme Newell, expert in emotional marketing and President of 602 Communications. Can you have great customer service but still have a bad customer experience? And what about the opposite? Interview:...
21 min
508
Episode 001: Apple Store Lady, Jackie Huba, and...
In this episode… Why customers are so frustrated An interview with Jackie Huba, author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Customer Zero – Can you tell someone customer service is easy while giving...
23 min
509
Episode 000: Should We Start a Podcast?
In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with her. (Not exactly a...
3 min