Crack the Customer Code

Crack the Customer Code

crackthecustomercode.com
Mastering the Business of Customers
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…
242: Jason Forrest, The Power of Customer Certainty
Jun 20, 2017 • 12 min
In this special edition live from C-Suite Network conference, three-time Stevie Award winner Jason Forrest unlocks the power of customer certainty. Customer certainty and the keys to loyalty We talk a lot about the correlation between sales and…
241: (Tip) Understanding Customer Touchpoints
Jun 19, 2017 • 5 min
Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and taking action. Understanding customer touchpoints for what they really are is essential to mapping and evaluating the true customer experience. But…
240: Matt Dixon, Kick-Ass Customer Service
Jun 15, 2017 • 34 min
Bestselling author and customer service expert Matt Dixon to uncovers surprising facts and common misconceptions about delivering low-effort service. Think you’re delivering low-effort service? It seems so simple: Reduce customer effort, then…
239: Customer Survey Mistakes
Jun 13, 2017 • 14 min
Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. Losing our way with customer survey mistakes Customer surveys are great for getting the feedback we need, learning how to improve our…
238: (Tip) Pay Attention to Your Customers, Or Else
Jun 12, 2017 • 5 min
Adam shares tips for embracing showrooming to compete with online retailers. Showrooming is not your worst enemy If you’re a brick-and-mortar retailer, it’s likely that showrooming is becoming a big, if not the biggest. Every day, you open…
237: Peter Friedman, Customer Service Messaging Apps
Jun 8, 2017 • 12 min
Adam interviews Peter Friedman, CEO of LiveWorld, a social customer experience company, about the changing landscape of customer service messaging. The age of messaging Today Peter Friedman, CEO of LiveWorld, joins us for a fascinating update on the…
236: (Tip) Customer Experience Sprints
Jun 6, 2017 • 6 min
Adam and Jeannie share 3 powerful ideas to make quick progress with customer experience sprints. Streamline your goals with customer experience sprints Have you heard of business sprints? The idea is to put most long-term goals aside, then focus…
235: Customer Experience Touchpoint Tips
Jun 5, 2017 • 4 min
What is a customer experience touchpoint? Jeannie shatters common myths and shares tips for a more customer-centric and actionable approach. How does a CX pro define “customer experience touchpoint?” Customer touchpoints make up your…
234: Tips for Customer Service Bots
Jun 1, 2017 • 7 min
Are you using customer service bots? So much can go wrong! With Adam and Jeannie to help, you can use them to save time AND deliver better experiences. Customer service bots create customer service nots! If you’ve been a regular listener, then you…
233: (Tip) Beware of Organizational Conformity
May 30, 2017 • 3 min
Adam explains the neuroscience behind different types of organizational conformity, how they help or harm your business, and how to strike a good balance. Organizational conformity: The good and the bad Adam says, “the impetus to conform is strong…
232: Negative Emotions Have a Bigger Impact on CX
May 29, 2017 • 13 min
Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX. Understanding your impact on CX We hate to be a downer, but improving customer experience isn’t all about thinking positive. As you push…
231: (Tip) Undercover Bosses
May 25, 2017 • 5 min
Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Undercover bosses in the real world Are you familiar with the CBS television show Undercover Boss? CEOs literally go undercover as…
230: (Tip) Connecting Customer-Centricity to Action
May 23, 2017 • 5 min
Jeannie attacks customer experience lip service head-on with tips for turning customer-centricity into action. Walking the customer-centricity talk Business leaders talk a lot about being customer-centric, but honestly, most of them are just talking….
229: Dan Gingiss, Social Customer Care
May 22, 2017 • 29 min
Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. It’s time to own social customer care Providing great customer service is important, no matter what channel…
228: (Tip) All Customers want These Things
May 18, 2017 • 3 min
Adam and Jeannie share three things all customers want from the experience, regardless of what they do or do not ask for. What do customers want from your experience? All customers are different, have different goals, and may run into different…
227: (Tip) Majoring In the CX Minors
May 16, 2017 • 4 min
Adam shares tips for preventing small details from spoiling an otherwise great overall customer experience. Small details are a big deal! We usually perceive the phrase “majoring in the minors” as a bag thing, but it’s different when we’re…
226: Let’s Talk About Airline Customer Service
May 15, 2017 • 17 min
Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters. What can we learn from airline customer service? There’s been so much in the news about airline customer service, it’s time we talk about it here…
225: (Tip) Signs of CX Success
May 11, 2017 • 4 min
Adam and Jeannie share tips for gauging your organization’s CX success. If you’re joining us today, your organization is either customer-focused or taking steps to deliver a better overall experience in the future. But there’s no universal road…
224: (Tip) 3 CX-Defeating Phrases
May 9, 2017 • 5 min
Jeannie shares tips for recognizing and eliminating CX-defeating phrases from your organization. Is your team infected with CX-defeating phrases? One of the things we love about customer experience is that subtle changes can make a big difference….
223: Mo Gawdat: Engineering Happiness
May 8, 2017 • 29 min
Adam and Jeannie discuss engineering happiness for true success with Mo Gawdat, author of Solve for Happy. Engineering happiness for true success We often think to ourselves that if we get what, where or who we want in our lives, we’ll be…
222: (Tip) Instilling Culture Throughout the Organization
May 4, 2017 • 3 min
Adam and Jeannie report from Medallia’s Experience-17 conference to discuss common challenges and benefits of instilling culture throughout organizations. Instilling culture throughout big brands Creating or shifting culture is not easy in any…
221: (Tip) The Wisdom of Your Team
May 2, 2017 • 3 min
Adam shares tips for leveraging the wisdom of your team as internal consultants to gain powerful customer-focused insights. Activate your internal consultants There’s no doubt that gaining the true outside-in perspective often means bringing in a…
220: Future Customer or Present Customer?
May 1, 2017 • 5 min
Adam and Jeannie discuss balancing innovation around the needs of the future customer with those of the present customer at Medallia’s Experience-17 conference. Is your future customer more important than today’s? Brands are investing a lot…
219: (Tip) Consistency Across Multiple Brands
Apr 27, 2017 • 4 min
Adam and Jeannie report from Medallia’s Experience-17 conference to bring you insights from MGM’s outstanding multi-brand consistency. Multi-brand consistency creates multi-brand loyalty We talk a lot about how to close the gaps between the…
218: (Tip) Lessons from Former Customers
Apr 25, 2017 • 3 min
Jeannie shares tips for using insight from former customers to improve the experience for current and future customers. What can we learn from former customers? We thrive on customer feedback to continue improving service and the overall experience,…
217: Jill Schiefelbein, Dynamic Communication
Apr 24, 2017 • 30 min
Change your perspective and approach at communication with Jill Schiefelbein, author of Dynamic Communication. Dynamic communication for dynamic experiences We communicate a lot in business, and in many ways, business is actually built on…
216: The Right Way to Complain
Apr 20, 2017 • 11 min
Adam and Jeannie discuss how to get the best results when you complain as a customer. What do you gain when you complain? We talk a lot about how to handle customer complaints, but we’re switching it up a bit today! We’ve all had those experiences…
215: (Tip) Losing Control of the Customer Experience
Apr 18, 2017 • 4 min
Adam shares tips for keeping your customer experience consistent with third parties or subcontractors. Keeping customer experience consistent in a gig economy Consistency is a key element to customer experiences that drive loyalty, but that can be…
214: Who Drives Customer Experience?
Apr 17, 2017 • 13 min
Adam and Jeannie clear the hype and buzzwords to really find out who drives customer experience in your organization, and how. Who drives customer experience? Chief Customer Officer, Chief Experience Officer, Customer Success Officer, Chief of…
213: (Tip) Customer Experience ROI Tips
Apr 13, 2017 • 5 min
Adam and Jeannie share simple but effective tips for calculating customer experience ROI. The elusive customer experience ROI Calculating the return on any investment can be challenging. And when it comes to the ROI of customer experience, many…
212: (Tip) Start Innovating for YOUR Customers
Apr 11, 2017 • 3 min
Jeannie shares tips for innovating when and how it’s needed the most, despite what the competition is doing. Are you innovating for the greater good of your customers? Competition is fierce! So it’s easy to think it’s necessary gauge…
211: Marcus Sheridan, They Ask, You Answer
Apr 10, 2017 • 36 min
Marcus Sheridan, author of They Ask You Answer, shares powerful, proven ways to build trust and increase sales through content. Marcus Sheridan, Sales Lion You want to increase sales, but you don’t have unlimited funds for advertising……
210: (Tip) Educating Customers on Products
Apr 6, 2017 • 4 min
Adam and Jeannie share tips for educating customers to increase customer success and reduce support issues. Educated customers are return customers! Have you ever been really excited to try a new product or service, then realized it’s way more…
209: (Tip) Do You Have the Resources for Service?
Apr 4, 2017 • 3 min
Adam shares tips to make sure you have adequate resources for service that’s consistently great. Do you have the right resources for service? We know what kind of service experience we want to deliver, but sometimes don’t consider the resources…
208: Can You Predict Customer Behavior?
Apr 3, 2017 • 12 min
Adam and Jeannie share unconventional but powerful ways to predict customer behavior. Can you predict customer behavior? We often look to past behavior to predict customer behavior for the future. However, we often have little past behavior to build…
207: (Tip) How to Turn Away Customers
Mar 30, 2017 • 4 min
Adam and Jeannie share tips and best practices for when you need to turn away customers for the greater good. Have you ever had to turn away customers? Maybe there was a time you really should have! When you’re over capacity or getting dangerously…
206: (Tip) The Role of the CX Evangelist
Mar 28, 2017 • 3 min
Jeannie shares expert tips for becoming a CX evangelist or hiring the right person to fill this role in your organization. Do you need a CX evangelist? Customer experience roles are evolving and expanding like never before. Leaders know…
205: Colin Shaw, The Intuitive Customer
Mar 27, 2017 • 29 min
Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy and co-author of The Intuitive Customer. Creating loyalty with The Intuitive Customer So many companies are…
204: (Tip) Customer Service Leadership
Mar 23, 2017 • 3 min
Adam shares expert tips for the most effective customer service leadership in any industry. Achieving world class customer service leadership Effective leadership is more than just telling people what to do, especially if you want a team that…