Stephen Shapiro touches upon why so many of us approach problems in the same way, and how you as a leader in customer experience can do it differently. It’s not your job to get the answers, but to ask the questions that allow your team to reach the right solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices
Join Adam in this short update episode that will undoubtedly be of use to you during these trying times we have collectively found ourselves in as of late. This is the right time to try and serve your customers in the way they deserve! Learn more about your ad choices. Visit megaphone.fm/adchoices
Shep has a lot of good advice he wants to share on this episode, both of his own and some from his newly edited book. Hear more about his amazement theory that can help both your relationship with your customers and your employees. If not that, then you have to hear Adam play the guitar! Learn more about your ad choices. Visit megaphone.fm/adchoices
Jeannie is flying solo in this episode, and she wants to discuss how you can make room for the short term and the urgent things while trying to achieve long-term goals. This is especially important today, in the crazy world we’ve been living for the past few weeks. What’s more, it’s especially true in the world of CX. Learn more about your ad choices. Visit megaphone.fm/adchoices
It's easy to talk about a customer-centric culture; there's no doubt about that. But how do we actually do it in practice? It takes a lot of community building throughout the organization to really succeed at being customer-centric. That's precisely what our guest, Stacey Sherman talks about! Learn more about your ad choices. Visit megaphone.fm/adchoices
Is technology forcing customer service teams to do sales? It’s an interesting question and one that’s becoming increasingly apparent to many companies. If we answer the question positively, that will make team members salespeople as well as customer service workers. Technology is already changing their role anyway, so should we actually change it for good? Learn more about your ad choices. Visit megaphone.fm/adchoices
Demands are rising, and companies have to keep on evolving. They want to strive to be the 'Amazon's' of their industry and offer stellar customer experience, but it's not as easy as some think. Plus, you need to know how to hire the right people for customer service. Micah Solomon has a lot of intriguing advice and many ideas on how you can improve customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sometimes customers are not ready for new technology, nor do they want it. The best example is in customer support, and that's precisely what Adam and Jeannie discuss in this episode of Crack the Customer Code. We've prepared many interesting points about the adoption of new technologies and whether or not everything that can be used should be used. Learn more about your ad choices. Visit megaphone.fm/adchoices
Among the many things Joe Pine will talk about is the money value of time, a concept you will find more than useful. He'll also discuss his idea of the five economic offerings that help you create engaging experiences that stick with customers – the ones they never forget. Learn more about your ad choices. Visit megaphone.fm/adchoices
Rarely do legacy companies manage to do things like these – to set aside what the shareholders want and put their customers first. And as we can see, it pays off, and it is a win-win situation for all sides involved. Learn more about what Jeannie and Adam think about this exciting development with the major airline company. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jeanne knows how important it is to be remembered by the way you made people feel. That's why she's here to talk about how customer experience has changed, how it's supposed to be done, and the mistakes leaders need to avoid making. Learn more about your ad choices. Visit megaphone.fm/adchoices
Most leaders say their company is customer-centric, but their customers rarely feel the same way. If you ask those who are responsible for CX, they usually blame someone else, but the fact remains the same – customers are not as happy as they should be. So, what does all of this information mean? What is the real state of CX today? Join us in this episode of Crack the Customer Code and find out! Learn more about your ad choices. Visit megaphone.fm/adchoices
In this episode, Blake Morgan explains how the customer of the future is already here and how they are getting excellent customer experience from successful, modern companies, and disjointed experience when working with companies that live in the past. Thoughtfulness can solve this problem. Learn more about your ad choices. Visit megaphone.fm/adchoices
The beginning of 2020 is an opportunity to rally everyone around the idea that we are doing what we do for our customers. They are the ones we are trying to help with the business we do. There are ways to get everyone in line with that idea on the level of the entire organization, but also the level of each team, and we'll tell you how you can achieve that. Learn more about your ad choices. Visit megaphone.fm/adchoices
In this episode we talk with Annette Franz about her book and how communication is a critical tool for employers and leaders. She has two crucial things to tell us here. However, there is more to it than that. There are ways to extend this newfound communication and keep it ongoing into the future, and Annette and her team help organizations find ways to achieve it. Learn more about your ad choices. Visit megaphone.fm/adchoices
Welcome to a very special episode of Crack the Customer Code – our 400th episode! For such a special occasion, we thought we would look back at history. It's been so long since we started having conversations over a glass of bourbon, so it's nice to think back and let you know how we changed. We also thought we would play around with the number 400 a bit! Adam did his homework, and he found out what happened in the world 400 days, 400 months, and even 400 years ago! And you'll be surprised by al...
If you’ve been through a branding exercise, where you’re trying to come up with a name for a product or service (and you’re still sane!) you really need to listen to this episode because when we talk about customer experience, we don’t often talk about the name and the importance of how that might relate. Learn more about your ad choices. Visit megaphone.fm/adchoices
The customer wins, the company wins, the team wins, everyone wins! That's the beauty of CX, and that's why it's important. In this episode of Crack the Customer Code, we talk about the latest research that suggests that successful CX programs will continue to grow and succeed, while other CX programs will simply disappear altogether. We are very likely to end up in a world that has only two types of businesses – ones with successful CX initiatives and ones with no CX initiatives whatsoever. Lear...
Steve is here to talk to us about love in business and customer service and how it has everything to do with them. That’s because customer satisfaction means nothing. When customers love what you’re doing, that’s everything. Love is not something that we are supposed to discard in our professional lives; it's something that we need to incorporate deep into the organizations we work in or lead. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jeannie teaches you how to start considering siloes in a different light and not in the usual way we do all the time. So, tune in to this Jeannie-centric episode of Crack the Customer Code and learn how you can bust those siloes and become the next disruptor in your industry! Learn more about your ad choices. Visit megaphone.fm/adchoices
Guy Marion has a unique position to give us an inside scope of the retention and subscription industry. He talks a lot about how it works and what leaders can do to improve their retention. Companies are much better off today by having a net retention that shows their customers will pay more in a year from now than disappear a year from now. Learn more about your ad choices. Visit megaphone.fm/adchoices
Thinking about thinking matters! It's not a weird concept, and it's not a tautology, it's a valid concept which we seem to have forgotten entirely. The world of today is so hectic and distracting that it's no wonder most of us rarely just sit down to think. You can sit to think about what you've done and eventually gain a new look on it, a unique perspective that can help you do it better the next time around. Learn more about your ad choices. Visit megaphone.fm/adchoices
Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about how it affects customer experience, how it’s changing the current game, and how it’s giving us a glimpse into the changes yet to come. Learn more about your ad choices. Visit megaphone.fm/adchoices
The freelancer or contractor economy has risen with great might and has started to influence the overall customer experience in different ways. From the way it limits the delivery of excellent customer experience, to how it creates new and vital opportunities. In essence, there are both good and bad sides to this change. However, one thing remains the same: The customers don't care about who's doing the actual work for you – they only care about the outcome for them. And they are right to think ...
Surveys – we all get them. Companies send about a quarter of a trillion of them yearly, which is too much, as we can all agree. With such overwhelming numbers and the fact that most of them are generic, there is this survey fatigue going on. Customers rarely respond to surveys, and if they do, it’s usually because they are either delighted with the service or because they are extremely unhappy with it. Learn more about your ad choices. Visit megaphone.fm/adchoices
Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that you should use more in your company to become more customer-centric. Learn more about your ad choices. Visit megaphone.fm/adchoices
If you’re not growing, you’re stagnating and on the decline. We are talking about business growth today. 85% of small businesses will hit a growth stall at some point in their business, and a very small percentage of those will recover. Tiffani discusses the importance of knowing and recognizing the growth decline indicators before you hit a stall, so that you can come out the other side. Learn more about your ad choices. Visit megaphone.fm/adchoices
Companies need to realize that it's counterproductive for them to have a lack of collaboration between the technology teams and the other departments. It's essential to start collaborating to provide the best service for the customers. Join us in today's episode of Crack the Customer Code where Jeannie and Adam will discuss how all of this can work. Learn more about your ad choices. Visit megaphone.fm/adchoices
Our guest today is Stan Phelps, a long time friend, who is once again joining us on the show. We are going to continue our talk about the goldfish series. Today, it's time for the Pink Goldfish, his latest book. But what is the pink goldfish? Learn more about your ad choices. Visit megaphone.fm/adchoices
Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the article just an inflated with a catchy title? Or maybe it's something completely different... Learn more about your ad choices. Visit megaphone.fm/adchoices
