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Show Notes

/Show Notes

November 2022

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!

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.

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.

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.

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.

October 2022

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.

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.

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.

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.

September 2022

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.

490: Deon Nicholas, Human-Centered AI

Forethought is at the forefront of AI technology, and they are working on it with a genuine human approach. Their conversational AI is there to help both the customers and the customer service agents. Deon Nicholas has a lot to say about his company's solution, and he's also here with a special offer for all Crack the Customer Code listeners.

489: Customer Health Score

Knowing how your customers are doing is the bare minimum of what companies can do with customer experience, but so many don’t succeed in that as they are focusing on bigger metrics. However, this knowledge is crucial in improving user experience, which is why the customer health score metric is an important figure to follow.

488: Dr. Shirley Davis, Inclusive Leadership

Dr. Shirley Davis has a lot of fascinating insight to bring to you on how HR should work today, how cultural change can happen in a company, and much more. Most importantly, she has an interesting way of implementing diversity, equity, and inclusion into any organization. She talks about that in her new book, but you can also get some of those insights if you tune into this episode!

487: Season Intro

Crack the Customer Code is back on the air! It's the start of a new season, and Jeannie and Adam are ready to help you solve your latest CX conundrums and bring a host of guests to share their valuable insights.

April 2022

486: Bourbon Summit, Season Finale

We've had a lot of guests this season and learned a lot of fascinating lessons on the future of CX, but more importantly, on what won't change in our industry. So, tune in to get a quick recap of what happened in this season and, of course, to learn about the bourbons Adam and Jeannie are drinking.

485: David Sakamoto, The Power of Transparency

What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? That's precisely what we are talking about with our guest David Sakamoto.

484: Empathy and Leadership

In this episode, we will talk a little bit about empathy and its importance in business. It’s all because empathy plays a crucial role in improving your organization. There are specific connections between empathy and business results, and that’s precisely what we are here to unravel.

March 2022

483: Donna Cutting, Employees First!

Keeping employees motivated and having a sense of purpose is crucial in keeping them happy. It's even more crucial today in the era of the Great Resignation. Thankfully, Donna has some interesting suggestions in her upcoming book, but she'll also share some thoughts in our talk today. Even if your company doesn't sell a life-changing product, there are still ways to give every team member a sense of purpose.

482: Focus on Government CX

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.

481: Annette Franz, Built to Win

Who comes first in customer service? The customer or the employee? Or maybe both, even though that might sound impossible. Our guest, Annette Franz, is here to discuss that and give us the answers we all need.

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.

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.

February 2022

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.

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.