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500: Bourbon Summit

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 bourbon summit. Unfortunately, this is also the last episode of the whole show. If you're not aware, Jeannie and Adam have mentioned several times that they are ending the podcast. However, they will still end it on a high!

By | November 29th, 2022|episodes|0 Comments

499: The Present and Future of CX

Adam and Jeannie take a look at what their predictions were for customer service in 2022 back when they started the podcast in 2014.

By | November 22nd, 2022|episodes|0 Comments

498: Jay Baer, The Need for Speed

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 how values are not just words but things that companies need to act upon. You'll also learn about Jay's interesting views on the future of CX and how AI and other modern technologies can improve the industry.

By | November 15th, 2022|episodes|0 Comments

497: Looking Back on CX

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 Customer Code and CX in general. Customer experience has gone through a lot since the start of the podcast, especially when that came as a result of changes in things like technology, AI, and the internet.

By | November 8th, 2022|episodes|0 Comments

496: Jeff Toister, The Guaranteed Experience

Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service.

By | November 1st, 2022|episodes|0 Comments

495: Common CX Mistakes

Companies tend to make many strategic mistakes that hurt their customer experience. They also make numerous other mistakes, and Jeannie and Adam aim to talk about all the crucial ones. By the end of the episode, you'll know exactly what you need to do in your company and how to treat your team and your customers.

By | October 25th, 2022|episodes|0 Comments

494: Jen Bailin, The Bright, Big Future of CX

Jen Bailin has a lot of experience in CX, but she also has a lot of visions for the future. She shares exciting thoughts about the Metaverse and how important it will be in the future. CX will change, and we are already seeing shifts resulting from the pandemic, but also from a natural progression towards a different future.

By | October 18th, 2022|episodes|0 Comments

493: Special Announcement

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 been around for almost a decade, but it has become hard for both Jeannie and Adam to get enough time to serve you, the listeners, in the best way they know how.

By | October 11th, 2022|episodes|0 Comments

492: Zhecho Dobrev, The Value of Emotions

Business leaders in general are overlooking emotions, and that's been a challenge for a really long time. So much has to be data driven, and of course, nobody looks at emotions as data. Zhecho shares how he has conversations with data driven leaders to convince them that investing in the emotional relationship with customers will actually pay off for their organization.

By | October 4th, 2022|episodes|0 Comments

491: Answer to Abusive Customers: Shut Down Support?

There certainly are instances where things get so bad that the only solution seems to be shutting down specific lines of communication. What's more, in some cases, customers tend to complain of something that's not even in the job description of the agents. So, what's the solution? Naturally, it's not as simple as some think, so tune in to hear what Jeannie and Adam have to say.

By | September 27th, 2022|episodes|0 Comments