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.
151
355: Lisa Ford, Customer Service Excellence
Adam and Jeannie welcome renowned speaker and customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. Unraveling the DNA of customer service excellence Great customer service is...
25 min
152
354: Are you neglecting key moments in the cust...
Jeannie Walters CCXP explains how to find and leverage key moments that are typically overlooked, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key moments in your customer...
6 min
153
353: Scott McKain, Make Your Organization Iconic
In this powerful interview, globally recognized author Scott McKain shares the secrets behind brands and leaders who go beyond differentiation to become iconic. Does your brand stand out in meaningful ways? Everyone knows iconic brands like Apple,...
32 min
154
352: Keeping Knowledge When Superstars Leave
Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Employee turnover is at an all-time high, so there’s lots of advice out there (and in previous episodes of...
15 min
155
351: Mark Sanborn, Extraordinary Leadership
Renowned speaker and author Mark Sanborn shares his leadership wisdom to inspire every employee to deliver extraordinary customer experiences, every time. Leadership is not just for leaders...or followers! Leadership has always been a tricky subject,...
28 min
156
350: New Year's Resolutions
Adam and Jeannie kick off 2019 with some of the best resolutions you can make to continuously improve customer experience and customer service all year long. Are you ready to kick off a customer-focused new year? We made it to 2019. Yippee! We had a...
14 min
157
349: Mark Colgate, The Science of Service
Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. Get customer service down to a science The problem with customer service is not making it great, but making it...
20 min
158
348: Predictions for 2019
Jeannie and Adam dust off the crystal ball and have some fun bringing you their expert customer experience predictions for 2019. What are our top predictions for 2019? It’s that time of year again, when we look back at the year behind us and...
18 min
159
347: Jay Baer, Talk Triggers
Jay Baer enlightens us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. Create amazing word of mouth ON PURPOSE with Talk Triggers When it...
29 min
160
346: Smaller Bathrooms and Premium Seating: Tal...
Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition. Let's talk about the airline customer...
18 min
161
345: Understanding the Peak-End Rule
Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers...on purpose! Ruling customer emotions with the Peak-End Rule...
5 min
162
344: Shaun Belding, The Journey to Wow
Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. Are you on your Journey to Wow? Leaders everywhere say they want to...
26 min
163
343: Are Subscription Boxes Filled with Data Gold?
Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. Subscription boxes enter the data revolution In the past few years, we have seen explosive growth in data collection...
16 min
164
342: Ruben Ocampo, Service Design
Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. Do you see service design through a...
26 min
165
341: Is Word of Mouse Getting Less Important?
Adam and Jeannie discuss the apparent decline in trust of Word of Mouse and how businesses and consumers are navigating the misinformation associated with online reviews. Navigating the new Word of Mouse Positive word of mouth can be very powerful...
15 min
166
340: Marti Konstant, the Agile Careerist
Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. Why career agility is a priority With customer expectations changing...
19 min
167
339: Customer Journey Mapping is Not One Size F...
Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. Customer Journey Mapping: What’s holding you back? When the subject of customer journey mapping comes up, we often...
8 min
168
338: Danny Schuman, The Worst Business Model
Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. Do entrepreneurs need to have a business...
24 min
169
337: Is Chat Better than Phone for Customer Ser...
Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. Why is chat better than phone for some customers? We all know calling a company for customer service is...
17 min
170
336: Joshua March, Social Media Messaging
Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. Customer service efficiency through social media messaging Besides the...
24 min
171
335: Do You have a Purchase or Usage Brand?
Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand and how that translates to better customer experiences, and ultimately, greater long-term success. Your customer’s journey is not what you think it is It’s...
15 min
172
334: Melissa Agnes, Preparing for Crisis
Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. Will Crisis Management save your brand? Most brands have a Crisis Management plan, typically as a...
37 min
173
333: Don't Make Assumptions About Your Customer...
Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. Your customer’s journey is not what you think it...
6 min
174
332: Alan Schaefer: Banding Together
Adam and Jeannie discuss an innovative approach to resolving collaboration issues and working together harmoniously with Alan Schaefer, CEO and Founder of Banding People Together. Take collaboration to the next level, then ROCK it! If you work...
29 min
175
331: There’s No One Way to Do Customer Experience
Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right. What’s the best way to “do” customer experience? We get this question a lot! In fact,...
2 min