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
1
443: Bourbon Summit
6 min
2
442: Terrible Customer Communication
19 min
3
441: James Dodkins, Rockstar CX
22 min
4
440: When Employees Want to Keep Working at Home
10 min
5
439: Clare Muscutt, Empowering Women in CX
27 min
6
438: Stay Focused
13 min
7
437: John Garrett, What's Your And?
23 min
8
436: Supporting Your Retail Employees in an Ang...
11 min
9
435: Eric Prugh, Self Service Customer Experience
20 min
10
434: CX in Stay-At-Home Scenarios (AR/AI)
10 min
11
433: Neal Schaffer, The Age of Influence
26 min
12
432: Cross-functional Leadership for CX Success
10 min
13
431: Alain Hunkins, Cracking the Leadership Code
20 min
14
430: Are Consumer Behavior Patterns Permanently...
17 min
15
429: Stephanie Thum, Inclusive CX
19 min
16
428: Are COVID Surcharges Good or Bad CX?
8 min
17
427: Michel Falcon, Post-Pandemic Restaurant Ex...
25 min
18
426: The New Normal for B2B
12 min
19
425: Donna Cutting, Rolling Out the Red Carpet ...
24 min
20
424: 5 New Considerations for the Remote Work Era
14 min
21
423: David Priemer, The Sales Experience
21 min
22
422: Lessons from a Joint Virtual Keynote
15 min
23
421: Michel Feaster, Journey-Centered Experiences
23 min
24
420: Focus on Fundamentals
11 min
25
419: Dan Reese, Community and CX
23 min
26
418: Do We All Need New Journey Maps?
11 min
27
417: Bernadette Smith, Inclusive CX
19 min
28
416: Measure For Insights, Not Just Metrics
11 min
29
Bonus Episode: Ryan Lester, Digital Transformat...
22 min
30
415: Stephen Shapiro, Invisible Solutions
22 min
31
414: Be Your Customer's Hero
4 min
32
413: Shep Hyken, The Cult of the Customer Revis...
24 min
33
412: Short Term Urgency with Long-Term Goals
8 min
34
411: Stacy Sherman, Being Customer Centric
20 min
35
410: Is Technology Forcing Customer Service Tea...
12 min
36
409: Micah Solomon, Customer-First Approach
31 min
37
408: What Support Channels Customers REALLY Want
14 min
38
407: Joe Pine, The Experience Economy Revisited
28 min
39
406: Delta Airlines and the Stakeholder Debate
10 min
40
405: Jeanne Bliss: How Will You Be Remembered?
23 min
41
404: Do Leaders Lie About the Importance of CX?
9 min
42
403: Blake Morgan, The Customer of the Future
32 min
43
402: Focusing Your CX Team in 2020
13 min
44
401: Annette Franz, Customer Understanding
23 min
45
400 Episodes (and we're still talking to each o...
14 min
46
399: Alexandra Watkins, Choosing Brand and Prod...
29 min
47
398: Will CX Become Winner Takes All?
12 min
48
397: Steve Farber, Love is Good Business!
31 min
49
396: Kill The Siloes!
11 min
50
395: Guy Marion, Subscription Economy Retention
27 min
51
394: Do You Need A CX Think Week?
12 min
52
393: Antony Brydon, AI Customer Service
23 min
53
392: Don't Let Contractors Ruin Your Customer E...
14 min
54
391: Max Israel, Art + Science of CX
26 min
55
390: 3 Ways to Be More Customer Centric
6 min
56
389: Tiffani Bova, Growth IQ
29 min
57
388: The Tech Leader's Role in CX
15 min
58
387: Stan Phelps Talks Pink Goldfish
12 min
59
386: Is the Customer Journey Dead?
12 min
60
385: Bill Guertin, The Fan Experience
27 min
61
384: Your Customer's Ecosystem
8 min
62
383: Engaging Your Superfans
4 min
63
382: When Acronyms Escape
11 min
64
381: Julie Ann Sullivan: Catalysts of Culture
30 min
65
380: Bourbon Summit #3
28 min
66
379: Allen Adamson, Shift Ahead
26 min
67
378: The Phrase that Kills CX
8 min
68
377: Karen Jaw-Madson, Design of Work Experience
24 min
69
376: 5 Steps To Close The Loop With Customers
7 min
70
375: Leena Rinne, A Fellow Code Cracker
22 min
71
374: What's More Personal: Twitter or a Phone C...
13 min
72
373: Barry Kirk, A Framework for Customer Loyalty
23 min
73
372: Are Experience Rewards the New Loyalty Pro...
12 min
74
371: Louis Carter, Emotional Connectedness
21 min
75
370: How Delta Airlines Encourages Direct Emplo...
11 min
76
369: Jeff Gothelf, Thinking About Design
20 min
77
368: When Customer Service Is a Scam
12 min
78
367: Lee Smith, Putting Fuel Behind Your Sales
22 min
79
366: Can People Connect to Avatars?
10 min
80
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.
29 min
81
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.
11 min
82
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.
8 min
83
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...
25 min
84
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...
29 min
85
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...
11 min
86
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...
25 min
87
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...
13 min
88
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...
29 min
89
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...
13 min
90
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
91
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
92
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
93
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
94
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
95
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
96
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
97
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
98
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
99
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
100
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