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.
176
330: Jess Pettitt, Good Enough NOW
Author and renowned speaker Jess Pettitt flips diversity training on its head to help us check our biases and stereotypes to not only reduce friction, but to leverage them for better experiences and greater business outcomes. Turning diversity...
28 min
177
329: Be a Customer Experience Change Agent
Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. Who is the customer experience change agent for your organization? Organizational change is not easy,...
8 min
178
328: Customer Service Phrases that Are a Problem
Adam and Jeannie offer customer-centric alternatives to common customer service phrases that seem innocent but tend to trigger negative emotions. Are these customer service phrases causing unnecessary friction? Communication can be difficult,...
14 min
179
327: Jeff Toister, Service Culture
Bestselling author and global speaker Jeff Toister returns to the show with amazing tips and actions for creating and executing on your vision for an outstanding service culture. What’s your vision for a solid customer service culture? If you want...
29 min
180
326: Succeeding with Difficult Customers
Adam and Jeannie share tips and insights around succeeding with, rather than just dealing with, difficult customers. Plus, we’re introducing Adam’s new course to help you become a pro at this! If you're dealing with difficult customers,...
16 min
181
325: Kelsey Brown, Fighting for Transparent Pri...
Jeannie and Adam discuss how lack of transparent pricing harms your business and what you can do to stop feeding into the “norm” of hidden fees without jeopardizing your sales. Better customer experiences through transparent pricing Have you ever...
22 min
182
324: A Good Product Is Not Enough
Adam tells a customer experience horror story about a good product surrounded by a nightmarish customer journey. The scary part is that your brand could be doing this to customers! Your good product won’t save the day Your product is an absolute...
10 min
183
323: Neen James, Attention Pays
Jeannie and Adam interview Neen James, global speaker and bestselling author, to expose the difference between intentional and transactional attentions, and how that difference is vital to your success. Are you paying attention where it really...
24 min
184
322: Rise of the Service Machines
Adam and Jeannie discuss facts and insights around emerging customer service tech in the retail and foodservice industries. The service machines are coming to get us! They really are! But maybe it’s not such a bad thing if those machines coming to...
17 min
185
321: Jesse Cole, Revolutionizing the Ballpark E...
Jeannie and Adam interview Savannah Bananas owner Jesse Cole, whose transformation of the ballpark experience has turned an underdog sports team into a booming business. What can you learn from this amazing ballpark experience? Have you ever felt...
28 min
186
320: The STORY of Retail Experience
Jeannie and Adam explore the innovative retail experience created by STORY and how you can surprise your own customers with unexpected value in the real-life shopping experience. Is your retail experience a welcome surprise? As we’ve mentioned...
13 min
187
319: Jeanne Bliss, Is Your CX Mom-worthy?
Jeannie and Adam interview 35-year customer experience pro Jeanne Bliss about her new book “Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard For How To Treat Your Customers.” Does the way you do business make mom proud? If it...
27 min
188
318: How Important Is the CX of Former Customers?
Jeannie Walters CCXP shares expert tips for engaging former customers and insights on how to treat those who are leaving you. How can your brand flourish by focusing on these parts of the journey? Do you choose to have former customers, or lifetime...
7 min
189
317: Anne Bahr Thompson, Do Good
Jeannie and Adam discuss the concept of social responsibility with Anne Bahr Thompson, author of Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Customers today expect a lot more from brands, but it’s not just about...
22 min
190
316: Can Toys R Us Survive?
Adam and Jeannie discuss the looming demise of Toys R Us and how a focus on customer experience innovation could make all the difference. Toys R Us succumbs to innovative retail experiences Whether you were a child, glaring in wonder at the aisles...
16 min
191
315: Joey Coleman, Never Lose a Customer
Jeannie and Adam interview award winning speaker and author Joey Coleman to discuss how the first 100 days is critical to increase customer retention and ultimately, lifetime profit. The untold truth about customer retention You may know that just a...
30 min
192
314: The Power of Empowerment: What I Wish I Knew
Adam Toporek reveals how lack of employee empowerment creates unnecessary challenges for growing businesses and shares how you can empower your staff to deliver better experiences. Empowerment is power! When you were starting out as a business...
5 min
193
313: Is AmazonGo the Future?
Adam and Jeannie discuss the innovative approach of AmazonGo and how it may foreverchange the retail customer experience. Will AmazonGo change retail forever? Have you heard of AmazonGo? It’s an amazing new prototype store for Amazon shoppers in...
21 min
194
312: John Garrett, The Personal Side of Business
Jeannie and Adam discuss the Green Apple concept and how personal interests make us better professionals with Green Apple podcast host and CPA turned comedian, John Garrett. John Garrett, the Green Apple concept, and… Furbies!? Okay, maybe Furbies...
29 min
195
311: Which Retail Touchpoints Matter Most
Adam Toporek shares research and expert insights for discovering which retail touchpoints are most important to your customers. How to prioritize your retail touchpoints In retail, we’re told that every touchpoint matters. And although that may be...
8 min
196
310: Clint Schaff, The L.A. Times Experience
Jeannie and Adam discuss the shifting landscape of storytelling in journalism with L.A. Times VP of Strategy and Development Clint Schaff. The L.A. Times and the shifting landscape of storytelling in journalism Today’s consumer demands high quality...
31 min
197
309: Common Leadership Biases in Your Way of Su...
Jeannie Walters CCXP shares tips to help you recognize and overcome some of the most common and counterproductive leadership biases. Check your leadership biases! As humans we all have biases. Things like where we’re from, what we’ve been through...
10 min
198
308: Jacob Morgan, The Future of Work
Adam and Jeannie explore the Future of Work with Futurist, Keynote Speaker, & Best-Selling Author Jacob Morgan. What is the Future of Your Work? The what, when, why and how behind work itself used to be dictated by business owners, but this...
27 min
199
307: It’s Not My Job, Adam
Something important needs to be done and employees say, “It’s not my job!” This happens a lot! In this episode, Jeannie and Adam explore why this happens and how to fix it. “It’s not my job!” Chances are, you’ve heard this refrain from...
12 min
200
306: Eric Porres, Personalized Video Experience
Adam and Jeannie interview Eric Porres to discuss the new age of personalized video and how personal data is rolled in to drive serious engagement. What IS a personalized video experience? What is video anymore? Video used to be a “one-to-many”...
28 min