Crack the Customer Code

Crack the Customer Code

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Mastering the Business of Customers
342: Ruben Ocampo, Service Design
Oct 16 • 26 min
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…
341: Is Word of Mouse Getting Less Important?
Oct 9 • 15 min
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…
340: Marti Konstant, the Agile Careerist
Oct 2 • 19 min
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…
339: Customer Journey Mapping is Not One Size Fits All
Sep 25 • 8 min
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…
338: Danny Schuman, The Worst Business Model
Sep 18 • 24 min
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…
337: Is Chat Better than Phone for Customer Service?
Sep 11 • 17 min
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…
336: Joshua March, Social Media Messaging
Sep 4 • 24 min
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…
335: Do You have a Purchase or Usage Brand?
Aug 28 • 14 min
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…
334: Melissa Agnes, Preparing for Crisis
Aug 21 • 36 min
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…
333: Don’t Make Assumptions About Your Customer’s Journey
Aug 14 • 6 min
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…
332: Alan Schaefer: Banding Together
Aug 7 • 29 min
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…
331: There’s No One Way to Do Customer Experience
Jul 31 • 2 min
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,…
330: Jess Pettitt, Good Enough NOW
Jul 24 • 28 min
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…
329: Be a Customer Experience Change Agent
Jul 17 • 8 min
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,…
328: Customer Service Phrases that Are a Problem
Jul 10 • 14 min
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,…
327: Jeff Toister, Service Culture
Jul 3 • 29 min
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…
326: Succeeding with Difficult Customers
Jun 26 • 16 min
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,…
325: Kelsey Brown, Fighting for Transparent Pricing
Jun 19 • 22 min
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…
324: A Good Product Is Not Enough
Jun 12 • 10 min
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…
323: Neen James, Attention Pays
Jun 5 • 24 min
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…
322: Rise of the Service Machines
May 29 • 17 min
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…
321: Jesse Cole, Revolutionizing the Ballpark Experience
May 22 • 28 min
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.” What can you learn from this amazing ballpark…
320: The STORY of Retail Experience
May 16 • 13 min
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…
319: Jeanne Bliss, Is Your CX Mom-worthy?
May 8 • 26 min
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…
318: How Important Is the CX of Former Customers?
May 2 • 7 min
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…
317: Anne Bahr Thompson, Do Good
Apr 24 • 22 min
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…
316: Can Toys R Us Survive?
Apr 17 • 16 min
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…
315: Joey Coleman, Never Lose a Customer
Apr 10 • 30 min
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…
314: The Power of Empowerment: What I Wish I Knew
Apr 3 • 5 min
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…
313: Is AmazonGo the Future?
Mar 27 • 21 min
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…
312: John Garrett, The Personal Side of Business
Mar 21 • 29 min
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…
311: Which Retail Touchpoints Matter Most
Mar 13 • 8 min
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…
310: Clint Schaff, The L.A. Times Experience
Mar 6 • 31 min
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…
309: Common Leadership Biases in Your Way of Success
Feb 28 • 10 min
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…
308: Jacob Morgan, The Future of Work
Feb 21 • 27 min
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…
307: It’s Not My Job, Adam
Feb 13 • 12 min
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…
306: Eric Porres, Personalized Video Experience
Feb 6 • 28 min
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”…
305: Supporting Your Team in the Retail Apocalypse
Jan 30 • 14 min
Jeannie and Adam discuss ways to inform your team and keep them motivated through the retail apocalypse. Retail apocalypse: Who thinks the end is nigh? Rumor has it we’re in the Retail Apocalypse…have you heard of this? With increased competition…
304: Arnie Malham, Innovating Culture
Jan 23 • 29 min
Adam and Jeannie interview Arnie Malham to uncover his secrets to innovating culture for a better overall customer experience. Innovating culture for better experiences all around When starting a new company, we have a vision of how we want to be…
303: How to Build Brand Trust in 2018
Jan 16 • 5 min
Jeannie shares expert tips for building brand trust through truly consistent customer experiences. Consistency and brand trust Brand trust is one of the cornerstones of customer satisfaction and loyalty. However, trust is hard to earn and easy to…
302: Tom Karinshak, Comcast Customer Service
Jan 9 • 29 min
Jeannie and Adam discuss the incredible transformation and enhancement of Comcast customer service with Tom Karinshak, Comcast’s Executive Vice President of Customer Service. Comcast customer service and game-changing innovation When we ask people…
301: Will Experience Be Your Difference This Year?
Jan 2 • 5 min
Adam shares expert advice for making customer experience your competitive advantage in 2018. Customer experience is THE competitive advantage Welcome to 2018! To start off the new year, we’d like you to think about customer experience as your…
300: Celebrating 300 Episodes (with live guitar)
Dec 12, 2017 • 20 min
Jeannie and Adam celebrate 300 episodes by sharing outrageous predictions for the distant future of customer experience and customer service. 300 episodes and counting…Celebrate with us! When we started this podcast back in 2015, the idea of having…
299: Operationalizing New Channels
Dec 7, 2017 • 13 min
Adam and Jeannie share tips for making new channels a seamless part of the overall customer experience from the inside out. Working new channels into your DNA Customers are engaging with brands on more channels that ever before. It’s staggering how…
298: Michel Falcon, Incredible Experience Tips
Dec 5, 2017 • 28 min
Adam and Jeannie interview Michel Falcon to explore employee and customer engagement strategies that lead to amazing experiences that scale. Leveraging culture for amazing experiences If you want to deliver outstanding experiences, then you must have…
297: How to Balance Promises with Performance
Nov 30, 2017 • 12 min
Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. Is your brand making meaningful promises? Broken promises chalk up to bad customer experiences. As a result, many brands set low…
296: Jeffrey Shaw, The Lingo of Customers
Nov 28, 2017 • 26 min
Adam and Jeannie discover how to attract your ideal customers with Jeffrey Shaw, author of LINGO: Discover Your Ideal Customer’s Secret Language. Jeffrey Shaw and the power of the customer lingo As an entrepreneur or growing business, it’s…
295: A Leader’s Guide to the Holidays
Nov 23, 2017 • 13 min
Jeannie and Adam share tips and ideas to make the holidays more meaningful and less stressful for customers and employees alike. A quick leadership guide for the holidays The holidays are not only about spreading extra cheer, but also about giving…
294: Katy Lynch, The Codeverse Experience
Nov 22, 2017 • 24 min
Adam and Jeannie discuss an innovative approach to the education experience with Katy Lynch, Co-founder and CMO at Codeverse. Codeverse and innovations in education Educating the next generation on coding the things that keep our lives going is…
293: Are Millennials Killing Your Industry?
Nov 16, 2017 • 15 min
Adam and Jeannie share updated insights on what and how millennials buy and what that could mean for your industry in the future. Are millennial trends destroying your industry? We discuss millennials quite often on this podcast because new trends…
292: Mark Podolsky, Happy Customers Guaranteed
Nov 14, 2017 • 25 min
Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. Can happy customers and passive income coexist? Earning a passive income is a dream most of us have, but so few of us can do this in a…
291: LinkedIn Learning for Customer-Focused Leaders
Nov 9, 2017 • 19 min
Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning. LinkedIn is not just for networking, and Jeannie’s wisdom is not just for podcasts! We have a special announcement for…
290: Ian Golding, Operationalizing Customer Experience
Nov 7, 2017 • 29 min
Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. Turning CX wisdom into action with Ian Golding Leaders all over the world are making the connection…
289: Transitions and Gaps in CX
Nov 2, 2017 • 4 min
Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. Are you creating unnecessary gaps in CX? Who has not had a great experience do a complete 180 somewhere along the way? This often…
288: Amy Climer, Fostering Creativity
Oct 31, 2017 • 26 min
Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. Creativity is not just for “creatives” Creativity is a necessary trait for teams from the c-suite on out to customer…
287: The Multi-Device Customer Journey
Oct 26, 2017 • 9 min
Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience. What’s your multi-device customer journey really like? Offering a multi-channel customer experience is nothing new….
286: Anthony Iannarino, Commitments Are for Closers
Oct 24, 2017 • 30 min
Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. Closing in on meaningful relationships with Anthony Iannarino Automation is great, but it makes creating lasting relationships with sales prospects much harder….
285: When to Disclose Bad News to Customers?
Oct 19, 2017 • 11 min
Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. To disclose, or not to disclose? Not everything you need to tell customers is good news! Are you prepared to deliver the bad news…
284: Nick Francis, HelpScout Customer Service
Oct 17, 2017 • 25 min
Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and Co-founder Nick Francis. How HelpScout customer support makes a difference We’ve come a long way with the ways we offer customer…
283: Pay Attention to Customers
Oct 12, 2017 • 7 min
Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. Are wasted retail opportunities looming in your store? While online retailers like Amazon continue to grow, those who maintain…
282: Stephen Shapiro, Innovating Customer Experience
Oct 11, 2017 • 29 min
Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to innovating customer experience and more. A better approach at innovating customer experience Customer needs and expectations change, so it stands to reason that…
281: CX Clichés and Overused Examples
Oct 5, 2017 • 11 min
Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing. Are CX clichés hampering your progress? For those situations when you couldn’t have said it better yourself, we have…
280: Lesley Lykins, CX Day
Oct 2, 2017 • 21 min
In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer Experience Professionals Association. Happy CX Day! Customer experience has come a long way, and the whole world is celebrating on…
279: Is Efficient Customer Service Best?
Sep 28, 2017 • 12 min
Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges to providing efficient customer service. The hidden challenges of efficient customer service When we think of efficient customer service, the emphasis is…
278: Stacey Hanke, Communicate with Influence
Sep 26, 2017 • 30 min
Adam and Jeannie interview Stacey Hanke, influence expert and author of Influence Redefined…Be the Leader You Were Meant to Be. Is your influence as strong as you think? The ability to influence others is critical to the success of any business or…
277: 5 Digital Experience Offenses
Sep 21, 2017 • 4 min
Jeannie shares her expertise in digital experience evaluation with 5 sales-killing offenses even the best of us should look out for and tips to make good on them. Digital experience offenses are still everywhere! Are you guilty? Umm… probably….
276: Nora Burns, HR Undercover
Sep 20, 2017 • 28 min
Jeannie and Adam explore hiring and new employee processes from the candidate’s perspective with Undercover Candidate™ Nora Burns. HR Undercover A good team is critical to the success of any business, so why is it so hard to attract and keep…
275: (Tip) Go Negative with Your Training
Sep 14, 2017 • 4 min
Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice Do you avoid negativity in customer service training? Pop psychology says negativity in customer service training could be harmful…
274: Nienke Bloem, Gamifying Customer Experience
Sep 12, 2017 • 19 min
Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. Are you learning the customer experience game? Learning about customer experience is becoming a must for business leaders…
273: (Tip) What Is a Moment of Truth?
Sep 7, 2017 • 4 min
Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey. What exactly is a moment of truth? While every touchpoint in your customer journey deserves attention, some are more critical than…
272: Kristina Quinones, MeetEdgar Customer Service
Sep 5, 2017 • 20 min
Jeannie and Adam interview Kristina Quinones, head of customer experience at MeetEdgar, about amazing growth through a unique approach at customer service. Explosive growth and the MeetEdgar customer service approach Thanks to its unique approach at…
271: Take It To the Top – Tesla’s New Strategy
Aug 31, 2017 • 14 min
Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. Escalating customer service: Can Tesla’s new strategy work for you? Customers demanding that a service issue or complaint be escalated is…
270: John-Paul Narowski, KarmaCRM
Aug 29, 2017 • 22 min
Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer relationships. Enhancing customer relationships with tech If you’ve user Customer Relationship Management (CRM) software before, then…
269: We’re Listening
Aug 24, 2017 • 5 min
Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners. We’re listening to you too! We’d like to thank you from the bottom of our hearts for listening, but we want you to know we’re…
268: Microchipping Employees
Aug 21, 2017 • 14 min
Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the customer experience. Microchipping employees RFID tags are everywhere, from the microchips that help deter theft in retail settings to…
267: 3 Questions for Employees
Aug 17, 2017 • 4 min
Jeannie shares 3 powerful questions to assess and improve employee engagement for better business outcomes. How engaged are your employees? Employee engagement has a direct impact on critical business outcomes. Poorly engaged or actively disengaged…
266: Chip Bell, Innovating Service
Aug 15, 2017 • 25 min
Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences. Winning customers’ hearts with value-unique experiences We all want customers talking about their…
265: (Tip) Chatbots and Humans
Aug 14, 2017 • 10 min
Jeannie and Adam share research and expert tips for getting chatbots and humans to work together in harmony. Are chatbots and humans working well together? Chatbots are here to stay, and new research says we love them! However, we have a long way to…
264: (Tip) Mobile Potential
Aug 10, 2017 • 10 min
Adam and Jeannie share tips to unlock your full mobile potential and deliver what customers need most in the moment. What’s your mobile potential? We talk about mobile a lot on this show, but that’s because capabilities and expectations are…
263: Merit Gest, Sales Engagement
Aug 8, 2017 • 20 min
Adam and Jeannie interview Merit Gest to discuss powerful sales engagement and onboarding strategies for customer-focused sales teams. Onboarding for outstanding sales engagement Sales is often treated as separate from the customer experience….
262: Ecommerce Still Not Getting It Right
Aug 7, 2017 • 9 min
Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative solutions. How does your ecommerce experience stack up? Ecommerce experiences have come a long way since the 90’s, but recent research…
261: Thoughts on First Contact Resolution
Aug 3, 2017 • 5 min
Adam shares surprising statistics about first contact resolution, why it’s important, and tips for putting this knowledge to better use. First Contact Resolution (FCR) is not always customer-centric How many steps must a customer take before…
260: Julie Ann Sullivan, Employee Attitudes
Aug 1, 2017 • 18 min
Jeannie and Adam interview podcaster and employee attitudes expert Julie Ann Sullivan live from the NSA Influence 2017 conference. Employee attitudes vs overall success While you may have a solid business strategy and great employees, you may still…
259: Predicting Behavior and Risk
Jul 31, 2017 • 11 min
Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced technology. Predicting behavior is not a new thing Predictive analytics is amazing as it sounds, and the technology is improving rapidly. Machines can…
258: (Tip) Making Sure Your Team Knows Their Goals
Jul 27, 2017 • 7 min
Adam and Jeannie share tips for helping employees understand, align, and stay motivated to achieve goals. You’re setting goals, but are they setting in? Everyone sets goals to drive their business forward… But teams, departments, and the…
257: Pat Iyer, Legal Nurse Podcast
Jul 25, 2017 • 13 min
Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference. Nurse your business to health! Stakes can be high in any business… but imagine if you had legal and medical issues thrown in the…
256: How Not to Hire Idiots When You’re Desperate
Jul 24, 2017 • 9 min
Jeannie and Adam know how difficult it is to hire right. Often, organizations feel tremendous pressure to fill open roles, and too often, these rushed hires are poor hires. In this episode, Jeannie and Adam share tips for hiring well you’re under…
255: (Tip) Your Org Chart vs. Your Customers
Jul 20, 2017 • 5 min
Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. How organizational structure creates bad experiences A solid organizational structure is essential to delivering great customer experiences,…
254: Rocky Romanella, Tighten the Lug Nuts
Jul 18, 2017 • 25 min
Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership. Achieving balanced leadership Leadership in business means gearing not only yourself, but those around you for success. Too often,…
253: (Tip) Situational Awareness in Customer Service
Jul 17, 2017 • 5 min
Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. Employees aren’t really empowered without situational awareness Are your employees…
252: Alison Herzog, Dell Customer Experience
Jul 14, 2017 • 25 min
Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about “deep listening” on a large scale. The art of “deep listening” in social business One of the most important elements to designing experiences is…
251: (Tip) 3 OTHER Customer Segments
Jul 11, 2017 • 6 min
Jeannie and Adam explore critical customer segments that typically get ignored when designing customer experiences. Are you overlooking critical customer segments? Creating customer segments is a great way to help deliver an easier, more…
250: (Tip) Speed Up Your Customer’s Experience
Jul 10, 2017 • 5 min
Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital details, or personalization. Who doesn’t want a faster customer experience!? With more on their plates and fewer resources, customers are busier than ever…
249: How Customer Service Training Goes Wrong
Jul 6, 2017 • 10 min
Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience, and what you can do to fix it. Customer service training done right Companies talk or even brag a lot about the ways they train,…
248: (Tip) 3 Moments of Truth
Jul 4, 2017 • 5 min
Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you to examine today. 3 Powerful moments of truth in every customer journey Where are your customers when they decide whether to stay on…
247: (Tip) 3 Powerful Questions
Jul 3, 2017 • 3 min
Jeannie shares 3 powerful questions to get actionable feedback from customers. Powerful innovation starts with powerful questions Honest customer feedback is the key to maintaining a strong culture around delivering great experiences, but customers…
246: Chase Clemons, Basecamp’s Customer Service Ethic
Jun 29, 2017 • 23 min
Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges faced by support professionals. Fine-tuning your customer service ethic If there’s one thing customer service leaders need support with, it’s…
245: Vicky Smitley, Business Plans and CX
Jun 27, 2017 • 11 min
In this special edition “live” from C-Suite Network conference, we discuss the importance of including customer experience in business plans with Vicky Smitley, Vice President of Sales and Marketing at Hearthside Food Solutions. Why is customer…
244: (Tip) The Magic of 1-to-1 Experiences
Jun 26, 2017 • 3 min
Adam shares his thoughts on the importance of 1-to-1 experiences as we hand parts of the experience over to technology. 1-to-1 or 1-to-none? Customers interact with your brand on many channels at countless touchpoints, whether there’s a human on…
243: How Corporate Myths Hurt Customers
Jun 22, 2017 • 10 min
Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to identify them, and what you can do to set things straight. Corporate myths create bad experiences for your customers. It may sound silly, but organizations…