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382: When Acronyms Escape

Do organizations overuse acronyms when talking to customers? Using acronyms internally is okay, but what happens when they escape and suddenly, customers use them? We discuss how organizations confuse customers and how organizations can improve customer conversation. “When you know your customers, you know where you need to over communicate. You may not always get [...]

By | August 13th, 2019|episodes|0 Comments

381: Julie Ann Sullivan, Catalysts of Culture

About Julie Ann Sullivan We welcome back Julie Ann Sullivan, a business culture expert, professional member of the National Speakers Association, Leadership Coach, and host of the Formerly Mere Mortals Unite podcast. The last time we had Julie Ann as a guest we loved her, and that is why we invited her back to talk [...]

By | August 6th, 2019|episodes|0 Comments

380: Bourbon Summit #3

Sometimes we all need to have some fun! Welcome to our third Bourbon Summit! For those not aware, it’s when we simply sit down, take a glass of our favorite bourbon, and relax. We don't know where the conversation will go, but that's precisely where the fun lies! Our conversation takes us to the realm [...]

By | July 30th, 2019|episodes|0 Comments

379: Allen Adamson, Shift Ahead

About Allen Adamson Allen Adamson has worked with a broad spectrum of consumer and corporate industries ranging from packaged goods and technology, to health care and financial services, to hospitality and entertainment, as well as brands in the non-profit sector. Given his perspective and depth of experience, Allen is able to help clients not simply [...]

By | July 23rd, 2019|episodes|0 Comments

378: The Phrase That Kills CX

In this episode of Crack the Customer Code, Jeannie delivers some great insight and advice about improving customer experience. Every company has an established process when it comes to dealing with customers. When it comes to changing that process, there is often resistance alongside the attitude of “It’s always been done this way.” This phrase [...]

By | July 16th, 2019|episodes|0 Comments

377: Karen Jaw-Madson, Design of Work Experience

About Karen Jaw-Madson Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen developed, led, and implemented numerous organizational initiatives around the globe. Today, this East Coast transplant to Silicon Valley (via Ireland [...]

By | July 9th, 2019|episodes|0 Comments

376: 5 Steps to Close the Loop with Customers

In this solo episode of Crack the Customer Code, Adam will talk to you about Closing the Loop with Customers, an essential part of offering the best customer experience – something you most certainly want to have with your customers. It goes for any industry or organization, so make sure you follow the steps. Each [...]

By | July 2nd, 2019|episodes|0 Comments

375: Leena Rinne, A Fellow Code Cracker

About Leena Rinne Leena Rinne is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and create organizational greatness. Leena has a master’s degree in economics from the University of Utah. She is the coauthor of The Wall Street [...]

By | June 25th, 2019|episodes|0 Comments

374: What’s More Personal: Twitter or a Phone Call?

In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations are well thought out and more personalized than reading a script on a direct call. Whereas on the 'for phone [...]

By | June 18th, 2019|episodes|0 Comments

373: Barry Kirk, A Framework for Customer Loyalty

About Barry Kirk Barry is a 15-year marketing consultant specializing in customer loyalty and retention. He is the creator of the The Multi-Loyalty Framework for human engagement and a frequent speaker on the idea that “Consumers are human beings first.” Barry currently serves as the VP of Strategy for Maritz Loyalty, where he guides brands [...]

By | June 11th, 2019|episodes|0 Comments