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.
436: Supporting Your Retail Employees in an Ang...
435: Eric Prugh, Self Service Customer Experience
434: CX in Stay-At-Home Scenarios (AR/AI)
433: Neal Schaffer, The Age of Influence
432: Cross-functional Leadership for CX Success
431: Alain Hunkins, Cracking the Leadership Code
430: Are Consumer Behavior Patterns Permanently...
429: Stephanie Thum, Inclusive CX
428: Are COVID Surcharges Good or Bad CX?
427: Michel Falcon, Post-Pandemic Restaurant Ex...
426: The New Normal for B2B
425: Donna Cutting, Rolling Out the Red Carpet ...
424: 5 New Considerations for the Remote Work Era
423: David Priemer, The Sales Experience
422: Lessons from a Joint Virtual Keynote
421: Michel Feaster, Journey-Centered Experiences
420: Focus on Fundamentals
419: Dan Reese, Community and CX
418: Do We All Need New Journey Maps?
417: Bernadette Smith, Inclusive CX
416: Measure For Insights, Not Just Metrics
Bonus Episode: Ryan Lester, Digital Transformat...
415: Stephen Shapiro, Invisible Solutions
414: Be Your Customer's Hero
413: Shep Hyken, The Cult of the Customer Revis...
412: Short Term Urgency with Long-Term Goals
411: Stacy Sherman, Being Customer Centric
410: Is Technology Forcing Customer Service Tea...
409: Micah Solomon, Customer-First Approach
408: What Support Channels Customers REALLY Want
407: Joe Pine, The Experience Economy Revisited
406: Delta Airlines and the Stakeholder Debate
405: Jeanne Bliss: How Will You Be Remembered?
404: Do Leaders Lie About the Importance of CX?
403: Blake Morgan, The Customer of the Future
402: Focusing Your CX Team in 2020
401: Annette Franz, Customer Understanding
400 Episodes (and we're still talking to each o...
399: Alexandra Watkins, Choosing Brand and Prod...
398: Will CX Become Winner Takes All?
397: Steve Farber, Love is Good Business!
396: Kill The Siloes!
395: Guy Marion, Subscription Economy Retention
394: Do You Need A CX Think Week?
393: Antony Brydon, AI Customer Service
392: Don't Let Contractors Ruin Your Customer E...
391: Max Israel, Art + Science of CX
390: 3 Ways to Be More Customer Centric
389: Tiffani Bova, Growth IQ
388: The Tech Leader's Role in CX
387: Stan Phelps Talks Pink Goldfish
386: Is the Customer Journey Dead?
385: Bill Guertin, The Fan Experience
384: Your Customer's Ecosystem
383: Engaging Your Superfans
382: When Acronyms Escape
381: Julie Ann Sullivan: Catalysts of Culture
380: Bourbon Summit #3
379: Allen Adamson, Shift Ahead
378: The Phrase that Kills CX
377: Karen Jaw-Madson, Design of Work Experience
376: 5 Steps To Close The Loop With Customers
375: Leena Rinne, A Fellow Code Cracker
374: What's More Personal: Twitter or a Phone C...
373: Barry Kirk, A Framework for Customer Loyalty
372: Are Experience Rewards the New Loyalty Pro...
371: Louis Carter, Emotional Connectedness
370: How Delta Airlines Encourages Direct Emplo...
369: Jeff Gothelf, Thinking About Design
368: When Customer Service Is a Scam
367: Lee Smith, Putting Fuel Behind Your Sales
366: Can People Connect to Avatars?
365: Lisa Ryan, Having An Attitude For Gratitude
Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan.
364: Culture Lessons From The Podcast
Listen as Jeannie shares some highlights from business owners who are really striving for the next level in leading customer culture.
363: Technology Lessons from the Podcast
In this episode, Adam, recaps on some of the best snippets to come out of 70+ episodes discussing technology and its impact on experience and service; from your employee training to automation to the robots taking over, and more.
362: Bourbon Cast #2
One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer service wisdom was the draw. Nope! It’s when Adam and...
361: Ryan Minton, Thanks For Coming In Today
This episode is all about showing up. We dive into a pretty interesting discussion about teamwork and leadership - and how that affects service. Listen as Ryan explains the inspiration behind his book title, Thanks For Coming In Today - and the reason...
360: The Airport Customer Experience
Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dallas Fort Worth airport, who actually have a customer...
359: Steve Woodruff, What Makes You Distinct?
Clarity is more important than we think. It’s an interesting topic because we don’t really talk about it because it has everything to do with the success of our business and our customers, so why don’t we talk about it more? We talk with Steve...
358: Customer Service Blueprinting: Jeannie's N...
Jeannie and Adam discuss how to use Customer Service Blueprinting to optimize all the working parts of your overall customer experience, and how Jeannie can train you on this amazing skill today! Fine-tune your customer experience delivery with...
357: Thomas Hollmann, Customer Experience Educa...
Jeannie and Adam welcome Dr. Thomas Hollmann of Arizona State University to tackle the customer experience education gap between academia and real-world business. Decoding Customer Experience Education for today’s business landscape Customer...
356: Will Chatbots Be Everywhere?
Adam and Jeannie discuss the rapid evolution of chatbots across industries and how to make the best decisions around existing and emerging chatbot technology. Chatbots are the new black Chatbots are taking the world by storm! They’ve made their way...
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...
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...
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,...
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...
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,...
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...
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...
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...
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...
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...
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...