Adam and Jeannie are Champions from the customer-centric school of Hard Knocks, and they’re sharing a few things that are missing from the typical curriculum at business schools. What’s missing from business schools? Business schools traditionally do not teach us how to become customer-centric in the real world, so many of today’s business leaders like Adam and Jeannie have had to combine business training, years of real-life experience, and their own tireless research to learn this the hard way...
Jan 17, 2017•5 min
Today we discuss the business impact of augmented reality now and in the future with technology titan and "The Fourth Transformation" co-author Robert Scoble. Augmented Reality: Coming to a business near you “It’s clear that the world is going toward augmented reality (AR) or mixed reality,” says technology titan Robert Scoble. This means lots of challenges and opportunities for business as AR and artificial intelligence become a part of our daily lives. In this interview, Robert shares defining...
Jan 16, 2017•36 min
Adam shares best practices for resolving customer service issues and a simple time-tested process you can share with your front-line associates. Rocking your worst customer service issues Many customer-facing employees benefit greatly when there's a shortcut to remember how to handle the trickier customer service issues with finesse. If you’re listening today, your employees and customers are in luck! You're about to learn a special process from Adam's book, Be Your Customer’s Hero, called the C...
Jan 12, 2017•4 min
Adam and Jeannie share a few valuable tips about personalizing the customer experience. Taking the experience personally With so many great ways to access and leverage customer data, companies are getting creative about personalizing the customer experience. But do customers really want to be where everyone (and every thing) knows their name? Some companies personalize as many parts of the experience as they can, but that’s not always a good thing. Be careful! Personalizing for personalization’s...
Jan 10, 2017•4 min
Are you ready for 2017? Adam and Jeannie share some announcements about what’s coming to Crack the Customer Code this year. Announcing exciting changes for the new year! We’ve had a long holiday season, but we’re back! And to kick off the new year, we’re announcing some changes to our podcast. Don’t worry - we’re still the same podcast you know and love… but better! We’ve been listening to our fans, and we’ve decided to bring you more of what you like and some new things you've been asking for. ...
Jan 09, 2017•6 min
Adam and Jeannie discuss exciting new changes to make your favorite customer-focused business podcast even better in 2017. What’s happening next for Crack the Customer Code? We’ve had an exciting year on the podcast, and we’re so thankful you’ve been listening to us twice per week. Thank you! As we head into 2017, it’s time for us to look back on the last 169 episodes to see what has worked well and maybe a few things that didn’t. You may see changes in our format, frequency, website, and images...
Nov 28, 2016•7 min
Today we discuss how the results from the recent US Election Day betrayed the projections made from massive amounts of data. Every day is Election Day in business In the months leading up to the recent US election, tens of millions of dollars were spent analyzing the data to predict the outcome… and we all got it wrong! The data did not reflect the emotional state of the electorate, leading to false predictions. We see this happening a lot in business. Data often fails to show the emotional stat...
Nov 17, 2016•17 min
Today we explore ways to create outstanding service center engagement with renowned speaker and HDI certified Support Center Manager Nate Brown. Redefining service center engagement Call center processes are ever-complicating. And customer expectations are getting higher while their patience gets shorter. How can you create a service experience that works better for customers? Nate Brown explains the difference between a “call center,” where the experience is based on processes, and a “service c...
Nov 14, 2016•25 min
Today we explore proactive ways to tell when you’re losing a customer. Can you recognize the warning signs? Losing a customer: It doesn’t have to be this way! You’re lucky if customers explain why they’ve left you. That feedback can save future customers from jumping ship! But while you read this, there’s a good chance you’re in the process of losing a customer. Now is your chance to throw out a lifeline and keep them on board. Retaining individual customers can be very tricky, especially when t...
Nov 10, 2016•12 min
Adam and Jeannie discuss the challenges and benefits of instilling customer-centric thinking in service technicians with Justin Deese, CEO of The Blue Collar Business Group. About our guest CEO Justin Deese is a highly sought-after business strategist, visionary, and self-made entrepreneur. He simultaneously built three flourishing in-home service companies in multiple states, is a certified E-Myth Business Coach, and is an expert at helping fellow business owners structure and manage their comp...
Nov 07, 2016•17 min
Adam and Jeannie discuss ways many companies fail to get ready for the holidays, and how you can start preventing customer service disasters today. How much time do you have to get ready for the holidays? Think about that for a moment... Count the days, then cut that number in half! You and your staff have parties, shopping, kids off from school, and many other things standing in your way. And the holiday season is famous for exposing hidden pitfalls and inadequacies in the customer experience. ...
Nov 03, 2016•15 min
Customer engagement thought leader Doug Sandler joins us to discuss highlights from his bestselling book, Nice Guys Finish First. About our guest Doug Sandler has over 30 years of business experience as an entrepreneur and leader. His book, Nice Guys Finish First is a #1 ranked Amazon Best Seller. As a podcaster, Doug has interviewed Arianna Huffington from HuffPost, Dan Harris from Good Morning America, Ron Klain, White House Chief of Staff and dozens of celebs. He specializes in teaching other...
Oct 31, 2016•23 min
Today we’re sharing tips and best practices for keeping customer journey maps current and making them more useful. Just when you think your customer journey map is finished… Changes are happening in your organization, your products, or your customer’s expectations while you work on your customer journey map. Essentially, it's always out of date! A real, working customer journey map is never “finished.” So, when and how often should you update yours? This can depend on the size and structure of y...
Oct 27, 2016•13 min
Adam and Jeannie discuss leadership skills that drive customer experience success with international change advocate and author of Keep Stepping, Joy Marsden. About our guest Joy Marsden has over 20 years business experience in technical textile design, Marketing, Customer Service and Area Sales Management working with blue chip companies including Marks and Spencer, Mars, Next PLC and Avon Cosmetics. Today as an influential change advocate, Joy works internationally using her uniquely designed ...
Oct 24, 2016•20 min
Has a customer ever left your employees shaking in fear? Today we discuss ways to diffuse customer threats and protect our brands and ourselves from the worst. Is your front-line prepared for customer threats? We’ve turned the tables a bit today! Instead of advocating for the customer, we’re talking about protecting our staff, and our brands from customer threats. A lot of time and energy goes into training customer-facing employees. But few leaders train their people specifically on how to resp...
Oct 20, 2016•17 min
Today we interview author and customer experience expert Blake Morgan to discuss the future of customer experience and her new book, More is More. Excellent customer experience as a differentiator Over the past decade, there has been a huge emphasis on customer experience in the business world, and we’ve come a long way. But today’s guest says we still have a long way to go. “Very few companies execute perfectly on customer experience and it’s a hugely missed opportunity,” says Blake. So why are...
Oct 17, 2016•24 min
Adam and Jeannie discuss ways you can make noticeable improvements when there’s little or no budget for customer experience initiatives. No customer experience budget? We hear this from great leaders in large and small organizations who see the long-term value of investing in the experience. “Where do we get the resources? How can we convince other leaders? We have no budget!” Of course, the more money and resources you have to work with, the more options you have. But make no mistake: Money isn...
Oct 13, 2016•13 min
Christoff Weihman, bestselling author and coordinator of the Excellerate Service 2016 conference, shares his secrets to 5-star service in the hospitality industry. About our guest Throughout his career, Christoff Weihman has served in various capacities-as a server, bartender, wine sales rep, catering sales manager, event planner, and banquet service manager. He has worked for Wolfgang Puck in Hollywood; Darden Restaurants, as well as other establishments in St. Louis, Los Angeles, and at the Hy...
Oct 10, 2016•25 min
Today we discuss employee incentives and how they can actually work against our long-term goals. Employee incentives gone rogue! It’s very common for companies to incentivize goals like sales quotas, new customer acquisition, and more. And while it’s great to reward employees for reaching these goals, the way we do it can create huge problems. Take Wells Fargo, who is facing multiple lawsuits due to the creation of millions of fake accounts resulting from years of aggressive acquisition quotas. ...
Oct 06, 2016•15 min
Adam and Jeannie discuss Wow Marketing and the power of adding value for customers with JD Dwyer, founder of The Institute of Wow. About our guest John Dwyer (known as “JD” to most) is an Australian entrepreneur, marketing and business coach. He’s the founder of The Institute of Wow, company that helps entrepreneurs and small business owners attract more customers and boost sales through the Wow factor. The list of professionals that have collaborated with JD includes popular comedian and actor ...
Oct 03, 2016•31 min
In today’s short but sweet episode, we discuss the importance of considering Baby Boomers when designing products and improving experiences. Are you turning your back on the world's third largest demographic? We’ve talked a lot about Millennials and Generation Z, but the Baby Boomers are a HUGE market demographic, and they have more spending power than anyone! So you’re missing out big time if you’re not paying attention to what they need. Designing experiences with Baby Boomers in mind can make...
Sep 29, 2016•11 min
Adam and Jeannie interview bestselling author and Forbes columnist Adrian Swinscoe and discuss highlights from his latest book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. About our guest Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and sm...
Sep 26, 2016•23 min
Some of the ways we approach great new customer service technology often create unnecessary rifts in the customer experience. What should you know before you upgrade? New customer service technology wins and fails What happens when we adopt great new customer service technology, but the front-line staff isn’t trained for it? We’ve all been in that situation where a customer service rep has to tell us, “Uh, this is new. Gimme a minute.” Before you blame the employee, there are several reasons thi...
Sep 22, 2016•15 min
Today we’re uncovering what every small business owner needs to know about online reviews with Daniel Lemin, reputation expert and author of Manipurated. About our guest Daniel Lemin is a respected authority on the reputation industry. An early Google hire, Lemin was one of the first pioneers to realize the importance, impact, and power of online ratings and reviews on businesses and the ongoing struggle business owners have with their online reputations. Daniel is the head of consulting for Jay...
Sep 19, 2016•28 min
Adam and Jeannie discuss the growing trend of integrating customer experiences with experiences people are already having in their daily lives. On-the-spot customer experiences For the busy consumer, making a purchase is often hinged on convenience. People want things when and where they need them! Potential customers may not have time to add another experience to their daily regimen. So what about bringing the experience to them? Consider morning commuters who may be in a rush but want a cup of...
Sep 15, 2016•15 min
Bestselling author and global speaker Phil Gerbyshak shares his energy and passion for creating powerful social connections with customers. About our guest Phil Gerbyshak believes in the power of social selling and connection. With a unique speaking style—part sales expert, part entertainer—Phil keeps his audiences awake and engaged while providing actionable steps to bring in more leads, more referrals, and more business. If he’s not traveling, speaking, or making new connections, Phil writes. ...
Sep 12, 2016•27 min
Must customer service and technology fail at the same time? Today we discuss how to prepare for tech failures and prevent them from creating nightmares for customers. When customer service and technology fail To invest, or not to invest? It's a tough question, but not always the most important one. Enormous breakdowns in customer service can occur whether the latest and greatest technology fits your budget or not. Where will you be when your hobbled old tech finally takes a dive? Where will your...
Sep 08, 2016•15 min
Adam and Jeannie discuss customer-centric workforce development with author, speaker, and Workforce Development Group president and founder, Randi Busse. About our guest Randi Busse (Bus-ee) is a Customer Service Speaker, Trainer and Author of "Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!" She is the President of Workforce Development Group, Inc., a training and development organization that specializes in improving the customer experience, increasing customer retent...
Sep 05, 2016•22 min
Direct messaging and chat are growing as part of social customer service. Omnichannel may soon mean much more than you thought! Are you ready? Customers expect more from social customer service Social platforms have been growing and evolving as a means for customers to provide feedback and resolve issues. We often think of these as public channels, but customers are discovering new rules and features that allow them to contact you directly via Facebook, Twitter, WhatsApp and more. As this trend ...
Sep 01, 2016•13 min
Adam and Jeannie discuss the overlap of sales and customer experience with author and sales coach, Casey Carpenter. About our guest An introverted, shy wallflower turned dynamic business-builder, Casey knows this: Anyone can improve her sales skills with the right training and the right mentor. Casey founded The Sales Breakthrough Coach for organizations that want to exponentially improve their sales, communication and leadership skills, and close more deals. She designed and delivered customize...
Aug 29, 2016•25 min
