473: Bourbon Summit, Season Finale
e Crack the Customer Code shop is closing for the season, and we have another Bourbon Summit for you. Another season might be ending, but Jeannie and Adam still have a few more surprises.
472: Marlanges Simar, Prime Therapeutics
It's incredibly challenging being the CX leader, especially when you're always looking for support from the rest of the organization. That's why the advice Marlanges has is so powerful and energizing. More importantly, it's bound to help any CX leader out there.
471: When the Frontline is the Last to Know
It's crucial now more than ever to keep your employees in the loop not only for the customers but also for the workers' morale. You can only create more problems for the entire company if you don't, which is why Jeannie and Adam will discuss how to solve this widespread issue.
470: Dan Gingiss, The Experience Maker
Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to success. He has a lot of advice to give you on achieving this goal, how the pandemic has influenced a greater need for change, and so much more. You’ll see that all of this is possible, no matter the type of company you’re in.
469: Frictionless vs. Memorable CX
Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially since so few brands are successful at being both memorable and frictionless at the same time.
468: Greg Lisiewski
The way we view the payment part of the customer journey needs to become another important part of what we look into in the customer experience segment. Greg has a lot of useful advice he can give you on why payments matter, what PayPal is doing to improve this segment, and so much more.
467: How Location and Design Impact CX
Sometimes, customers can't reach a location, or they don't find the physical store attractive enough. Unfortunately, these problems that businesses face have reached new levels during the pandemic, so companies need to rethink their physical stores to attract their customers and improve their experience.
Bonus Episode: Noa Danon
We’ve talked a lot about Artificial Intelligence (AI) on this podcast. But often we’re talking about it in a consumer-facing context. Our conversation with Noa Danon explores concepts that apply beyond the typical Business-to-Consumer (B2C) relationship. What's really interesting is how EverAfter uses the data they have to strengthen the relationship with Business-to-Business (B2B) customers, which can be really challenging.
466: David Horsager
A term we use a lot in business and customer experience is 'confidence', but where does that confidence come from? It comes from trust. It's easy to forget how fundamental trust is to any relationship, including economic relationships. When we talk about the whole customer experience journey, we need trust to move forward with all elements of the customer experience. This is such an interesting topic to unpack.
465: Customer Effort 2.0
The worst of the pandemic is behind us, but a big question arises: How tolerant are customers now? Or better said, are they more or less tolerant than they were before the pandemic?