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435: Eric Prugh, Self Service Customer Experience

Why should we do self-service, how can you do it, and how can you incorporate it into customer experience?

By | September 1st, 2020|episodes|0 Comments

434: CX in Stay-At-Home Scenarios (AR/AI)

How can we think about the customer journey to make sure that all customers are as comfortable as they can be?

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

433: Neal Schaffer, The Age of Influence

As customer experience people, we might think that influencer marketing does not apply to us, but it absolutely does. It’s part of the customer experience and the way we conserve customers.

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

432: Cross-functional Leadership for CX Success

Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX success every company is looking to get. “What are the overall goals for your company, and how can efforts in [...]

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

431: Alain Hunkins, Cracking the Leadership Code

About Alain Hunkins We are not the only ones cracking codes any longer! Alain Hunkins, our guest, has cracked the ultimate code in his latest book, Cracking the Leadership Code, which spent a whole month as the number one bestselling new release in its category on Amazon. Alain Hunkins is a sought-after leadership speaker, consultant, [...]

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

430: Are Consumer Behavior Patterns Permanently Changed Because of COVID?

Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. "There are three areas that are never going to be the same again." Some things will change more, and others will change less. However, the things that [...]

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

429: Stephanie Thum, Inclusive CX

We haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a Certified Customer Experience Professional who started in the CX profession for the B2B market. Many people know her as one [...]

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

428: Are COVID Surcharges Good or Bad CX?

Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, but others aren’t. Are these surcharges good or bad for CX? “Any type of extra charge is always a customer [...]

By | July 14th, 2020|episodes|0 Comments

427: Michel Falcon, Post-Pandemic Restaurant Experience

About Michel Falcon It’s a tough time for the restaurant industry right now, and Michel Falcon is here to truly open up about it, and lead a conversation we all need to hear. He is an entrepreneur, international keynote speaker, and author who leverages his People-First Culture philosophy to create customer experience, employee engagement, and [...]

By | July 7th, 2020|episodes|0 Comments

426: The New Normal for B2B

"The new normal." We keep hearing this phrase all the time, and we're all using it as well. It's perfectly reasonable as the new crisis has changed everything for most industries, but we're rarely focusing on one very important part – the B2B market. How is the new normal affecting B2B? "Even before the pandemic, [...]

By | June 30th, 2020|episodes|0 Comments