Uber Disrupts and Chicago Cabbie Uber and Lyft disrupt a long-standing and regulated industry How Rashid Temuri, aka @chicagocabbie, has earned loyalty through providing exceptionally great service! Rashid, Adam and Jeannie discuss big questions around safety, regulation and experience How Did Uber and Lyft Disrupt the Long-Standing Taxi Industry? Adam and Jeannie discuss how services like Uber have completely disrupted an entire industry. They argue how the customer service bar was too low (and...
May 14, 2015•29 min
Customer journey maps How Citrix’s Justin Zacks uses design thinking in customer experience How Amazon Prime Now is changing the game (again) Customer Journey Mapping Pros and Cons Jeannie lays out what customer journey mapping is, and Adam and Jeannie discuss the ways this important tool can be used to better understand your customers. Asking what the customer goes through today in reality versus the ideal journey you’d like them to have can be enlightening! But creating a beautiful and compell...
May 07, 2015•28 min
Today, we have a special episode. Adam’s new book Be Your Customer’s Hero launched this week, and Jeannie turns the table on Adam and places him in the interview hot seat for the entire episode! Be Your Customer's Hero Interview Here are some of the highlights from the interview: Why did Adam write Be Your Customer’s Hero? Adam shares a story about watching an employee mistreat a customer and how his passion to change that eventually grew into the book. Why mindset is so fundamental to customer ...
Apr 29, 2015•21 min
Does every organization need a community? How Mark Schaefer, marketing expert, handles the influx of content today Customer Zero: Keurig tries to mandate customer loyalty Does every organization need a community? It seems the term “community” is tossed around a bit as a necessary part of building a business. But does every type of business require a customer community? Adam & Jeannie discuss the merits of building a community for the blogger, the local coffee shop and the auto parts distribu...
Apr 23, 2015•28 min
A rockin’ episode about financial services and a live interview from SXSW Interactive… Financial services may have a few things to improve in their digital experiences How TripIt’s Amy Jackson listens to customers Updated Van Gogh exhibit helps patrons feel closer than ever to the artwork Customer Experience Rates Drop Worldwide Thanks to the 8th Annual World Insurance Report from CapGemini, we learned how the service experience is declining worldwide. Specifically, the digital and mobile experi...
Apr 16, 2015•23 min
How PR & Marketing set up the customer experience What Shonali Burke, PR maven, has to say about the intersection of PR and experience Customer Hero: AMC creates a rich and interactive experience for The Walking Dead viewers and fans How Public Relations and Marketing Set Up the Customer Experience The messages created about products, services and brands set expectations for customers. This can go both ways in helping brands over-deliver or under-deliver on the experience. Adam & Jeannie...
Apr 09, 2015•27 min
In this episode you will hear: How social selling doesn’t work for Generation Z How Tom Martin, author of The Invisible Sale, encourages seducing instead of selling on social How a dating app based on snap judgments is a Customer Zero, but not for the reasons you might think Social Selling for Generation Z Jeannie schools Adam on Generation Z, which doesn’t stand for zombies! This group rejects advertising and traditional marketing like no other generation. Smart brands are connecting in creativ...
Apr 02, 2015•28 min
In this episode you will hear: How writing for Google instead of your customers can start the relationship off on the wrong foot How Andy Crestodina, co-founder of Orbit Media, creates content designed to deliver what customers want How robots might be used to actually make the customer experience more personal Writing for Google Adam and Jeannie discuss how the practice known as “keyword stuffing” and other nefarious SEO tactics is really rotten for customers. Listen in to hear how the best bra...
Mar 26, 2015•22 min
Listen to Jeannie and Adam discuss Jeannie's trip to the NextGen Customer Experience conference and takeaways from last year's conference. Learn more about your ad choices. Visit megaphone.fm/adchoices
Mar 23, 2015•4 min
In this podcast you will learn – - How to personify your brand - Rod Brooks of PEMCO Insurance - How to create moments of delight around your product Create Customer Personas When Jeannie visited the PEMCO office, she was blown away by how they have created quirky profiles around their customers such that they can relate to them better. Listen in to know more about creating personas around your customers. Discussion begins at 2:00 Rod Brooks of PEMCO Insurance Rod shares his story of how custome...
Mar 19, 2015•25 min
In this episode… Gathering Customer Feedback Can Be More Than Difficult Than It Seems! Mohamed Latib, COO of PeriscopeIQ Customer Hero? Letting Your Auto Insurer Follow You Around Gathering Customer Feedback: Why Is It So Difficult? There are so many ways to gather customer feedback, but do any of them work better than others? Adam and Jeannie discuss how each organization needs to understand their goals in gathering feedback and how to best leverage the resources available. Listen in on how Ada...
Mar 12, 2015•19 min
A special episode where Jeannie and Adam discuss Jeannie's predictions for what will be hot at the upcoming South by Southwest (SXSW) Interactive. Learn more about your ad choices. Visit megaphone.fm/adchoices
Mar 10, 2015•11 min
In this episode… Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives An Interview With Blagica Bottigliero of Metaverse Mod Squad A Product Discontinuation Becomes a Customer Problem Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives Are there still people who don’t believe their customers are truly digital? Adam and Jeannie discuss how leaders need to understand their customers’ digital lives – social, mobile, etc. And how there’s no point in denying it! Discussion begins at 1:...
Mar 05, 2015•17 min
In this episode… When Bad Customer Service Can Still Yield Good Business Results An Interview With Matt Ward of E&J Gallo Winery An NFL Team Makes an Impact with One Customer Can Bad Customer Service Still Deliver Good Business Results? Adam and Jeannie discuss how certain industries without as much competition don’t have to deliver great customer service but may need to change that in the near future. Discussion begins at 1:37. Matt Ward, Host of Art of the Kickstart Podcast and Blog Matt w...
Feb 26, 2015•20 min
In this episode… Handling Pressure in Customer Service An Interview With Jeff Toister of Toister Solutions The Customers are the Heroes Handling Pressure in Customer Service Jeannie and Adam discuss why the ability to handle pressure is so important for frontline customer service reps. Jeannie tells a story of a problem flight that was handled well by the team at Southwest Air. Adam recalls a story about his wife’s experience with a frontline rep who completely folded under the pressure of a cro...
Feb 19, 2015•23 min
In this episode… The Millennial Customer An Interview With Anna Bell of E&J Gallo Winery An NFL Team Makes an Impact with One Customer The Millennial Customer Adam and Jeannie discuss how Millennials are different (and aren’t) and how customer experience needs to take into account some of their unique behaviors. Discussion begins at 1:25. Anna Bell at E&J Gallo Winery Anna is a marketing director with E&J Gallo Winery, managing a number of spirits brands. Anna talks to Jeannie and Ad...
Feb 15, 2015•20 min
In this episode… How Our Brains Work Against Us An Interview With Mike Wittenstein of Storyminers Meet Me at Starbucks How Our Brains Work Against Us Jeannie and Adam discuss why it is often hard for people to accept feedback. They explore cognitive dissonance and how it is difficult for people to accept evidence that is contrary to their beliefs. Adam mentions that confirmation bias is a similar principle in reverse. Jeannie explores how Starbucks specifically sought out feedback and used it to...
Feb 12, 2015•21 min
In this episode… Should We Emulate the Service Greats? An Interview With Jon-David aka Mafia Hairdresser People Who Don’t Tip Should We Emulate the Service Greats? Jeannie and Adam discuss the service greats and if others should emulate them. Jeannie says this kind of imitation can be a false way to present your organization. Instead, she thinks an organization should follow the path service greats like Zappo’s take and evolve with the marketplace and the customer. Listen in to hear Adam discuss...
Jan 29, 2015•22 min
In this episode… Discussing CX Leadership Roles Interview with Ingrid Lindberg Towns Creating Improved Customer Experiences for Visitors A Conversation about Customer Experience Leadership Roles Adam and Jeannie discuss the many different customer experience leadership titles in organizations right now. Listen in to hear their thoughts on why it’s important for organizations to have a specific role focused on and dedicated to the customer. Discussion begins at 1:15. Interview with Ingrid Lindber...
Jan 22, 2015•19 min
In this episode… Chipotle puts quotations on cups and bags Interview with Rachel Happe A good Samaritan abuses the Olive Garden Pasta Pass Chipotle’s Cup and Bag Quotations Jeannie shares with us an interesting set of microinteractions Chipotle has invested in. She says that Chipotle has paid really good writers to write very short stories on their paper cups and paper bags. Listen in to hear Adam and Jeannie weigh in on whether the ROI is worth the cost of the microinteraction. Discussion begin...
Jan 15, 2015•20 min
In this episode… Stalking the Customer Interview with Joni Williams Customer Hero, Customer Zero: A Tale of Office Space Stalking the Customer Adam shares that he has an entire chapter in his upcoming book Be Your Customer’s Hero based on the idea of being a ‘helicopter rep’. Listen in to hear some of the tips Adam and Jeannie share to avoid stalking the customer. Discussion begins at 1:23. Interview with Joni Williams Joni is President of Kelly Scott Madison/ KSM and KSM South in Texas. Joni sh...
Jan 13, 2015•18 min
In this episode… Communicating internally and its effect on customers Interview with Stan Phelps The audience experience Communicating Internally and its Effect on Customers Jeannie discusses how an experience with a company she worked with made her realize that the way an organization communicates internally can affect the way an organization communicates externally to customers. Listen in to hear Jeannie share three ways that will help people understand how they are communicating. Discussion b...
Jan 01, 2015•23 min
In this episode… Mobile customer experience and how businesses are succeeding or failing with it Interview with Tabitha Dunn, Customer Experience leader at Citrix and Concur Discussion about Sephora’s mobile integration Mobile Customer Experience and How Businesses Are Succeeding or Failing with it Jeannie shares examples of organizations and industries that need to jump on the mobile bandwagon. She says customers are looking for something very specific when we are using our mobile phone to acce...
Jan 01, 2015•19 min
In this episode… Wearables and the future of customer experience Interview with Gini Dietrich What to do when your CEO does not believe in customer experience Wearables and the Future of Customer Experience Adam and Jeannie share what wearables they are currently using—or not using, the future of Wearables, and how they will affect our experiences as customers. Jeannie and Adam agree that the future of customer experience includes these gadgets! Discussion begins at 1:27. Interview: Gini Dietric...
Dec 18, 2014•20 min
In this episode… We discuss why Borders Bookstore failed and why others can learn from it Interview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational Healthcare customer service Why Borders Bookstore Failed Jeannie and Adam talk about why Borders Bookstore failed and how other businesses can learn from its mistakes. Jeannie says the biggest mistake Borders made was that they were not keeping up with the times. When the e-book began to take hold, Borders thought its ...
Dec 11, 2014•23 min
In this episode… Dealing with crazy customers Interview with Mari Luangrath, owner of Foiled Cupcakes How Southwest Airlines is listening to customers Crazy Customers Adam and Jeannie talk about crazy customers and how to work with them. Adam says one of the things you need to look out for is making it worse. Don’t say the wrong thing, listen to what is really bothering the customer, figure out what really matters, and then depersonalize. Listen in to hear why Jeannie thinks customers are crazy ...
Dec 04, 2014•25 min
In this episode… An interview with Graeme Newell, expert in emotional marketing and President of 602 Communications. Can you have great customer service but still have a bad customer experience? And what about the opposite? Interview: Graeme Newell Graeme is an expert in emotional marketing. Graeme looks at the best advertisements being done all over the world and indexes those ads by emotional drivers that move people to love brands. In the interview, he shares some samples from his extensive l...
Dec 04, 2014•22 min
In this episode… Why customers are so frustrated An interview with Jackie Huba, author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Customer Zero – Can you tell someone customer service is easy while giving bad customer service? Why Are Customers so Frustrated? The Apple Store lady, as the media labeled her, is a lady that was extremely upset, slamming her hand on her baby stroller because her expectations were not met when arriving to the Apple store. In the video you can hea...
Dec 03, 2014•25 min
In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with her. (Not exactly a spoiler – you already knew that!) What makes this podcast different? Adam and Jeannie bring unique lenses to the idea of customer service and customer experience. The blend of Adam’s real-world focus and Jeannie’s big picture view will prove a potent combination for listeners. Jeanni...
Dec 03, 2014•4 min
