Crack the Customer Code is back! Jeannie and Adam are back with us again after a long pause since October 2020. However, they weren’t idle, and they bring with them a lot of changes and improvements to the show you’re bound to love! "We are moving to a seasonal model. We'll try being on and off for a while, and this is the beginning of a new season.“ The show is all about helping leaders be better, offer better customer service, and grow together with their customers. The new and improved Crack ...
Feb 01, 2021•6 min•Ep. 444
It’s time for another one of Adam and Jeannie’s famous bourbon summits! What's more, this will also be a very special episode. That's because a significant change is coming for Crack The Customer Code, and this episode will tell you all you need to know before they hit the ground running. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 27, 2020•8 min•Ep. 443
The specific words and phrases you use can be received quite poorly. That's why companies should prepare training for their employees, and leaders should learn in advance what works and what doesn't. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 20, 2020•21 min•Ep. 442
James is here to talk about proactive experience recovery and how being proactive in CX matters more than merely fixing the issues your customers have. The results you can provide for your customers by being proactive are astonishing, and James is here to tell us how that can work, and what the exact ROI on this unique form of problem-solving can be. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 13, 2020•23 min•Ep. 441
Are we ready to come back to the office? Or do most of us still want to stay working from home for the time being? You will hear a lot about what the research says and some advice for companies and leaders. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 06, 2020•12 min•Ep. 440
Very few of us went to kindergarten, saying, “I want to be a CX professional!” That's why it's fascinating to delve into how some of us went into this business. Clare Muscutt has one of those stories you'll want to know about for its sheer distinctiveness. She is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be the author of the book ‘How to be Awesome at CX’’. Learn more about your ad choices. Visit m...
Sep 29, 2020•29 min•Ep. 439
In this episode, you'll learn how to improve your focus. There are plenty of things that can help you as much as they have helped others, even though you might think they can't. The key is to try and stay persistent for a while, and you could see the benefits very soon! Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 22, 2020•15 min•Ep. 438
Your career should be more than the good old I'm-doing-the-work. It should be about forming real relationships and showing another side of you that's different from the professional side. In this episode, we'll talk a lot about trust, relationships, human connections, etc. They matter more in the realm of business than many care to admit. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 15, 2020•25 min•Ep. 437
The fact is that there is a lot less business in the retail sector as of late due to the whole global pandemic situation, but there are a lot more viral stories about retail. Many of these stories are negative, but we're not going to delve too deep into that. So, we talk about how leaders can support their retail employees in this angry world. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 08, 2020•13 min•Ep. 436
Why should we do self-service, how can you do it, and how can you incorporate it into customer experience? These are the things we'll discuss and crack open today, but we'll also cover compliance, as it's not something any of us can afford to ignore. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 01, 2020•22 min•Ep. 435
One of the things that Adam and Jeannie would like to have us all consider is when there are segments of customers who aren't familiar with new software, these customers want to buy, but they can struggle if AR is their only option. How can we think about the customer journey to make sure that they are as comfortable as they can be? Learn more about your ad choices. Visit megaphone.fm/adchoices
Aug 25, 2020•12 min•Ep. 434
Influencer marketing isn’t about getting the Kardashians to post on social media for you. It can be smaller than that, but it’s also about much more than that. Neal Schaffer discusses how to market in a great, authentic way with the aim of building relationships and connecting the dots between employees and the customer experience to create engagement. Learn more about your ad choices. Visit megaphone.fm/adchoices
Aug 18, 2020•27 min•Ep. 433
Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX success every company is looking to get. Learn more about your ad choices. Visit megaphone.fm/adchoices
Aug 11, 2020•11 min•Ep. 432
Empathy and emotional intelligence mean a lot in business, and they are not the so-called touchy-feely stuff we want eliminated from the realm of business. Alain knows this, and his ideas have helped countless companies, all of which have understood the benefits of emotions in business. Learn more about your ad choices. Visit megaphone.fm/adchoices
Aug 04, 2020•21 min•Ep. 431
Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jul 28, 2020•19 min•Ep. 430
vWe haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a Certified Customer Experience Professional who started in the CX profession for the B2B market. Many people know her as one of the U.S. Federal government's first agency-level heads of customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jul 21, 2020•20 min•Ep. 429
Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, but others aren’t. Are these surcharges good or bad for CX? Learn more about your ad choices. Visit megaphone.fm/adchoices
Jul 14, 2020•10 min•Ep. 428
The world has already changed drastically, and the people in the hospitality industry and the entire service sector are completely shifting their views on the careers they have. Michel Falcon has some interesting and some downright astonishing data and findings on where this part of the market is and where it's going to go. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jul 07, 2020•26 min•Ep. 427
The B2B world had already begun to change even before the pandemic, so now is the right time to embrace the new normal and find the right way to deal with it. Even though it seems next to impossible, there are still ways to do it. Jeannie and Adam are here to talk about it and how transparency and proper communication are crucial now more than ever! Learn more about your ad choices. Visit megaphone.fm/adchoices
Jun 30, 2020•14 min•Ep. 426
Offering the red carpet treatment is not something that companies have never done before. However, Donna has made an effort to give precise advice to many leaders who don't know how to ensure their customers are properly cared for. This is far more important today than it was only a few months ago, so tune in to learn how to roll out the red carpet for all of your customers! Learn more about your ad choices. Visit megaphone.fm/adchoices
Jun 23, 2020•26 min•Ep. 425
There are five new considerations in this new world of remote work, and you have to consider them if you want to continue providing an excellent service to your customers. Remember, it's all about the customer experience, but you still need to consider the new norm for your employees. We discuss what you can do to improve the lives of your teams and your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jun 16, 2020•16 min•Ep. 424
Listening is so basic, and is still one of the things we often forget to do as sellers. David Priemer explains how you can get past that. David talks about the generational gap that's preventing so many sellers from being great at their jobs. A lot of what David is saying should be common knowledge in sales teams across all industries, but it isn't, so it's worth listening to if you're going to run a more successful sales team. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jun 09, 2020•23 min•Ep. 423
Jeannie and Adam have five main lessons they learned from presenting digitally, all of which can benefit any speaker in a virtual environment. The digital stage is still something you have to prepare for, so these lessons are bound to help you create an exceptional virtual event. Learn more about your ad choices. Visit megaphone.fm/adchoices
Jun 02, 2020•17 min•Ep. 422
Michel is well aware of the faster pace most companies are opting for to survive these times and advance. She is here to tell us how organizations can change and reach a new level of innovation, the level they only discussed in the past, but never got to the point of putting it into practice. By doing that, they can adopt technologies faster and improve in ways they only imaged. Learn more about your ad choices. Visit megaphone.fm/adchoices
May 26, 2020•25 min•Ep. 421
There are five essential basic principles and they never change, so it's crucial to review them and remind your team that, despite the changes in the world, these fundamentals are still valid now more than ever. If everyone in the world of CX were to remember that, the experience our customers get would be much better. Learn more about your ad choices. Visit megaphone.fm/adchoices
May 19, 2020•13 min•Ep. 420
The online world has changed a lot since its inception. We now have a world where you can find a like-minded community online, no matter what your interests are. We talk about online communities with Dan Reese, the Chief Customer Officer at Higher Logic. Learn more about your ad choices. Visit megaphone.fm/adchoices
May 12, 2020•24 min•Ep. 419
Everyone in CX should know that things are changing rapidly now, customers have new challenges and obstacles, so we need to work on changing their journey maps to help them in the way they deserve. If not that, they certainly know that the journey map is not a static thing, no matter the current state of the world. Learn more about your ad choices. Visit megaphone.fm/adchoices
May 05, 2020•13 min•Ep. 418
We are all individuals, and we are all different, and those differences need to be valued and respected. Bernadette Smith knows that and actively promotes this view, which is why she is here to help us understand what diversity means and how organizations need to handle it. Learn more about your ad choices. Visit megaphone.fm/adchoices
Apr 28, 2020•21 min•Ep. 417
Measurements have somehow become the de facto way of measuring customer experience success. However, the problem with this system is that it doesn’t include insights. We don’t offer enough context for these metrics, which makes them even less useful for the continued improvement of our customers' services. Measurements and the way we measure things have become really important for business leaders. Learn more about your ad choices. Visit megaphone.fm/adchoices
Apr 21, 2020•13 min•Ep. 416
Ryan Lester is here to talk about what’s happening with digital transformation, customer experience, and the strange times we’re experiencing at the moment. He knows the importance of caring for the customers but also for the teams that serve them. Learn more about your ad choices. Visit megaphone.fm/adchoices
Apr 16, 2020•24 min•Ep. 4150
