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480: Innovate or Fail

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 see it. Customers want companies to innovate, and companies themselves want to innovate.

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

479: Fred Reichheld, Winning on Purpose

When Fred Reichheld developed his Net Promoter System, he had no idea that it would end up being used by the majority of companies today. But times have changed, and so has CX, which is why he has had to make changes and updates to that system. He has a lot of intriguing things to say about the things he's been working on lately, so tune in to learn all about them.

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

478: The CX of Right to Repair

It's clear that companies make more profit when they limit the ability of customers to repair their products. However, couldn't it be better to give them the ability to repair and reap the rewards of more loyal customers? Jeannie and Adam will talk about that in more detail and tell you all about CX, the right to repair, and how they go together, so make sure you tune in to the latest episode.

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

477: Michael Bartlett, The Dark Side of CX

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 professionals become better at their jobs. You can find all of that in his new book as well, so tune in to hear why it will be a great and useful read.

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

476: Is CX Dead in Banking?

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 might be able to prove this point. Others would say quite the opposite, and you can already guess where Adam and Jeannie stand.

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

475: Brad Cleveland, Leading the Customer Experience

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 a lot to say about the role of customer service in CX.

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

474: Season Intro

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.

By | January 31st, 2022|episodes|0 Comments

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.

By | October 28th, 2021|episodes|0 Comments

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.

By | October 26th, 2021|episodes|0 Comments

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.

By | October 19th, 2021|episodes|0 Comments