Podcast
Adam and Jeannie
Mastering the Business of Customers
Promoted by PodServe.fm
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Crack the Customer Code · Dec 20, 2022
"Is customer experience training a one time process or is it ongoing?" Sounds like this one will have a pretty simple answer, right? As with all things in business, ongoing training is always beneficial. …
14:02Crack the Customer Code · Dec 13, 2022
"How do we get leadership or executive sponsorship initiatives that we want to tackle?" This is an AMAZING QUESTION! And a Jeannie favorite. The key to this answer is leadership buy-in. As a Customer …
11:41Crack the Customer Code · Dec 12, 2022
Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are as excited to be here as Jeannie is! With …
4:03Crack the Customer Code · Nov 29, 2022
This episode is special in so many ways. First, it’s the 500th episode of Crack the Customer Code! That in itself is an incredible thing, but this is also the season's finale and another …
29:14Crack the Customer Code · Nov 22, 2022
As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast) on what they, their guests, and Forrester's predicted …
22:27Crack the Customer Code · Nov 15, 2022
Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeannie, and Adam will delve deep into this, and they'll touch upon …
33:19Crack the Customer Code · Nov 8, 2022
Nearing the end of the podcast, we are sure you can agree that it’s time to take a look at the past. That’s why this episode is dedicated to the history of Crack the …
21:11Crack the Customer Code · Nov 1, 2022
Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he guides organizations that want to build and grow a …
29:24Crack the Customer Code · Oct 25, 2022
There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistakes, especially the more common ones. To help you with that, Jeannie …
25:37Crack the Customer Code · Oct 18, 2022
The future is for the optimists! There's a lot to be optimistic about in the future of CX, and that's precisely what we discuss here today with our guest, Jen Bailin. She is the …
27:50Crack the Customer Code · Oct 11, 2022
Crack the Customer Code has been with you for countless years, but all good things must end. After meticulous consideration, Jeannie and Adam have decided that the podcast will end with this season. It's …
13:03Crack the Customer Code · Oct 4, 2022
What is the power of relationships? Our guest, Zhecho Dobrev really gets into how we can understand the emotions of our customers better. And not only that, but what does that do for the …
26:25Crack the Customer Code · Sep 27, 2022
Customer service isn't easy. This isn't breaking news to CX people, and it might not be breaking news to many of our listeners, but it should be discussed. Agents don't have it easy, especially …
15:13Crack the Customer Code · Sep 20, 2022
We've mentioned our sponsor, Forethought, several times this season, but they're finally with us in person. Specifically, the CEO of Forethought, Deon Nicholas, is here to talk with Jeannie and Adam about his company's …
24:55Crack the Customer Code · Sep 13, 2022
Knowing how your customers are doing is the bare minimum of what companies can do with customer experience, but so many don’t succeed in that as they are focusing on bigger metrics. However, this …
14:36Crack the Customer Code · Sep 6, 2022
Dr. Shirley Davis has a lot of fascinating insight to bring to you on how HR should work today, how cultural change can happen in a company, and much more. Most importantly, she has …
27:06Crack the Customer Code · Sep 5, 2022
Crack the Customer Code is back on the air! It's the start of a new season, and Jeannie and Adam are ready to help you solve your latest CX conundrums and bring a host …
4:06Crack the Customer Code · Apr 19, 2022
Jeannie and Adam are recording together for the season finale of Crack the Customer Code because it’s another bourbon summit and bourbon is best drank in company. We've had a lot of guests this …
11:51Crack the Customer Code · Apr 12, 2022
What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? That's precisely what we are talking about with our guest David Sakamoto. …
23:14Crack the Customer Code · Apr 5, 2022
In this episode, we will talk a little bit about empathy and its importance in business. It’s all because empathy plays a crucial role in improving your organization. There are specific connections between empathy …
12:40Crack the Customer Code · Mar 29, 2022
Keeping employees motivated and having a sense of purpose is crucial in keeping them happy. It's even more crucial today in the era of the Great Resignation. Thankfully, Donna Cutting has some interesting suggestions …
28:04Crack the Customer Code · Mar 22, 2022
We don’t really think that customer experience and the government ever go together, but that doesn’t negate the fact that we, the people of the United States, deserve better experience when dealing with the …
15:54Crack the Customer Code · Mar 15, 2022
Annette Franz has some exciting ideas to share about the customer-centric mindset all companies need to have. Many of them are already widely believed by organizations, but they are not adopted in the way …
25:27Crack the Customer Code · Mar 8, 2022
Do you think that we at Crack the Customer Code innovate enough? Whatever the case may be, innovation is the key subject today. It's also vital in business in general as everyone wants to …
14:39Crack the Customer Code · Mar 1, 2022
Recommendations are essential, and so is customer loyalty. Today's guest of Crack the Customer Code, Fred Reichheld, knows that well. He is the creator of the Net Promoter System of management, founder of Bain …
33:08Crack the Customer Code · Feb 22, 2022
The right to repair is a big discussion right now. Many feel that companies have gone too far in making their products hard to repair, and users now want to be able to fix …
12:59Crack the Customer Code · Feb 15, 2022
Michael Bartlett has a lot of interesting and, frankly, very unique ideas on customer experience. He’ll discuss how he connects other fields to CX, all in an effort to improve it and help CX …
21:35Crack the Customer Code · Feb 8, 2022
Customer experience and banking – an old topic, but one that needs to be discussed. Some would say that they go together and have to go together, and they point to many trends that …
16:51Crack the Customer Code · Feb 1, 2022
Some might not believe it, but there is still a debate between customer experience and customer service, even though the former includes the latter. The first guest of the new season, Brad Cleveland, has …
25:50Crack the Customer Code · Jan 31, 2022
Welcome back to Crack the Customer Code! With so many changes in the world of customer experience, expect the upcoming season to be jam-packed with important knowledge, insights, and opinions you’ll want to hear. …
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