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412: Short Term Urgency with Long-Term Goals

Jeannie is flying solo today, and she wants to discuss how you can make room for the short-term and urgent things while trying to achieve long-term goals. This is especially important today, in the crazy world we’ve been living for the past few weeks. What’s more, it’s especially true in the world of CX. “We [...]

By | March 24th, 2020|episodes|0 Comments

411: Stacy Sherman, Being Customer Centric

About Stacy Sherman It's easy to talk about a customer-centric culture; there's no doubt about that. But how do we actually do it in practice? It takes a lot of community building throughout the organization to really succeed at being customer-centric. That's precisely what our guest, Stacy Sherman talks about! Stacy is an expert in [...]

By | March 17th, 2020|episodes|0 Comments

410: Is Technology Forcing Customer Service Teams to Do Sales?

Is technology forcing customer service teams to do sales? It’s an interesting question and one that’s becoming increasingly apparent to many companies. If we answer the question positively, that will make team members salespeople as well as customer service workers. Technology is already changing their role anyway, so should we actually change it for good? [...]

By | March 9th, 2020|episodes|0 Comments

409: Micah Solomon, Customer-First Approach

About Micah Solomon Does the secret lie in hiring the right people who are right by nature, or is it all about training when it comes to customer service? It's an age-old question, one we shouldn't even be asking because it's neither! Yet the question comes up all the time. It's just one of the [...]

By | March 3rd, 2020|episodes|0 Comments

408: What Support Channels Customers REALLY Want

Technology comes and goes, new products are created, and after a while, they disappear as they’ve become obsolete. People get excited about them all the time, and so do businesses and leaders. And just as we make mistakes about new technologies, especially in the way we apply it, so do companies. “One thing I can [...]

By | February 25th, 2020|episodes|0 Comments

407: Joe Pine, The Experience Economy Revisited

About Joe Pine Joe Pine, whose amazing book titled The Experience Economy, is what got Jeannie started on her customer experience journey! B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor. He specializes in helping people see the world of business differently through his many ground-breaking books. He’s most well-known for [...]

By | February 18th, 2020|episodes|0 Comments

406: Delta Airlines and the Stakeholder Debate

Delta Airlines have been one of the very few major legacy companies that have managed to disregard what most of its competitors are doing, and invest heavily in customer service. As you'll hear in this episode of Crack the Customer Code, their efforts have paid off. The money spent on customer service has come back [...]

By | February 11th, 2020|episodes|0 Comments

405: Jeanne Bliss: How Will You Be Remembered?

About Jeanne Bliss We talk about customer experience on this podcast, but we also talk about leadership. In fact, customer experience cannot go without leadership. With that in mind, we have Jeanne Bliss with us, the “Godmother” of customer experience who knows how important leadership is. She helps companies and people become the best versions [...]

By | February 4th, 2020|episodes|0 Comments

404: Do Leaders Lie About the Importance of CX?

They have been saying it for quite a while now, and there are plenty of stats to support this. But have these statistics been right or wrong? They are all based on surveys, and we all know how many of us don't give entirely truthful answers in studies, even though they are usually anonymous. So, [...]

By | January 28th, 2020|episodes|0 Comments

403: Blake Morgan, The Customer of the Future

About Blake Morgan Blake Morgan is a leader in customer experience. Blake is a keynote speaker, customer experience futurist, and author of two books on customer experience. Her bestselling second book is called “The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business”. Furthermore, she contributes to Forbes, the Harvard Business Review, and [...]

By | January 21st, 2020|episodes|0 Comments