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Show Notes

/Show Notes

August 2019

382: When Acronyms Escape

Do organizations overuse acronyms when talking to customers? Using acronyms internally is okay, but what happens when they escape and suddenly, customers use them? We discuss how organizations confuse customers and how organizations can improve [...]

381: Julie Ann Sullivan, Catalysts of Culture

About Julie Ann Sullivan We welcome back Julie Ann Sullivan, a business culture expert, professional member of the National Speakers Association, Leadership Coach, and host of the Formerly Mere Mortals Unite podcast. The last time [...]

July 2019

380: Bourbon Summit #3

Sometimes we all need to have some fun! Welcome to our third Bourbon Summit! For those not aware, it’s when we simply sit down, take a glass of our favorite bourbon, and relax. We don't [...]

379: Allen Adamson, Shift Ahead

About Allen Adamson Allen Adamson has worked with a broad spectrum of consumer and corporate industries ranging from packaged goods and technology, to health care and financial services, to hospitality and entertainment, as well as [...]

378: The Phrase That Kills CX

In this episode of Crack the Customer Code, Jeannie delivers some great insight and advice about improving customer experience. Every company has an established process when it comes to dealing with customers. When it comes [...]

377: Karen Jaw-Madson, Design of Work Experience

About Karen Jaw-Madson Organizational expert Karen Jaw-Madson enjoyed success as a corporate executive before pursuing a ‘portfolio career’ comprised of research, writing, consulting, teaching/speaking, and creative pursuits. As a versatile leader across multiple industries, Karen [...]

376: 5 Steps to Close the Loop with Customers

In this solo episode of Crack the Customer Code, Adam will talk to you about Closing the Loop with Customers, an essential part of offering the best customer experience – something you most certainly want [...]

June 2019

375: Leena Rinne, A Fellow Code Cracker

About Leena Rinne Leena Rinne is FranklinCovey’s vice president of consulting. She has been with FranklinCovey for over 13 years and has worked with hundreds of organizations to develop great leaders and create organizational greatness. [...]

374: What’s More Personal: Twitter or a Phone Call?

In this interesting episode, Adam and Jeannie share their differing opinions on whether phone conversations or chat platforms such as Twitter provide the best customer service. On one side it is considered that Twitter conversations [...]

373: Barry Kirk, A Framework for Customer Loyalty

About Barry Kirk Barry is a 15-year marketing consultant specializing in customer loyalty and retention. He is the creator of the The Multi-Loyalty Framework for human engagement and a frequent speaker on the idea that [...]

372: Are Experience Rewards the New Loyalty Programs?

Loyalty programs could be changing and shifting to experience based rewards. As an example, Reebok, recently purchased by Adidas, is trying a loyalty program called Unlock. This is a point system, partnering with fitness organizations [...]

May 2019

371: Louis Carter, Emotional Connectedness

About Louis Carter Louis Carter, CEO and president of Best Practice Institute, a benchmark research consortium association and management consulting firm that helps organizations and C-Suite Senior executives achieve their market strategy through talent and [...]

370: How Delta Airlines Encourages Direct Employee Appreciation

Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great way for [...]

369: Jeff Gothelf, Thinking About Design

About Jeff Gothelf Jeff Gothelf is the Principal of gothelf.co He helps organizations build better products, and executives build the cultures that build better products. Jeff is the co-author of the award-winning book, Lean UX [...]

368: When Customer Service Is a Scam

Adam and Jeannie share how scammers are using "customer service" to collect information for fraudulent activity. Customers of brands who have a good track record of customer service could be ultra vulnerable because customers could [...]

April 2019

367: Lee Smith, Putting Fuel Behind Your Sales

About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its [...]

366: Can People Connect to Avatars?

In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with [...]

365: Lisa Ryan, Having An Attitude For Gratitude

About Lisa Ryan Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human [...]

364: Culture Lessons From The Podcast

It's pretty accepted that employee experience and culture reflect the customer experience and vice versa. But how do the best organizations actually put this into action? In this episode, Jeannie recaps some of the stories [...]

363: Technology Lessons from the Podcast

On this episode of Crack The Customer Code, we're going to try something a little bit different and recap a little bit of what we've learned from our previous episodes. In particular, Adam references two [...]

March 2019

362: Bourbon Summit #2

One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer service wisdom [...]

361: Ryan Minton, Thanks For Coming In Today

About Ryan Minton Ryan Minton is a customer service and employee experience expert, keynote speaker, author and the president of CRM hospitality and consulting. He has represented high profile brands such as Hilton Hotels Worldwide, [...]

360: The Airport Customer Experience

Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dallas Fort Worth airport, who actually [...]

359: Steve Woodruff, What Makes You Distinct?

About Steve Woodruff Steve Woodruff is known as the king of clarity in a world full of noise and distraction. Steve helps businesses craft a message so clear that they can be heard, remembered and [...]