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Show Notes

/Show Notes

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.

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.

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.

January 2022

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.

October 2021

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.

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.

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.

470: Dan Gingiss, The Experience Maker

Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to success. He has a lot of advice to give you on achieving this goal, how the pandemic has influenced a greater need for change, and so much more. You’ll see that all of this is possible, no matter the type of company you’re in.

469: Frictionless vs. Memorable CX

Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially since so few brands are successful at being both memorable and frictionless at the same time.

September 2021

468: Greg Lisiewski

The way we view the payment part of the customer journey needs to become another important part of what we look into in the customer experience segment. Greg has a lot of useful advice he can give you on why payments matter, what PayPal is doing to improve this segment, and so much more.

467: How Location and Design Impact CX

Sometimes, customers can't reach a location, or they don't find the physical store attractive enough. Unfortunately, these problems that businesses face have reached new levels during the pandemic, so companies need to rethink their physical stores to attract their customers and improve their experience.

Bonus Episode: Noa Danon

We’ve talked a lot about Artificial Intelligence (AI) on this podcast. But often we’re talking about it in a consumer-facing context. Our conversation with Noa Danon explores concepts that apply beyond the typical Business-to-Consumer (B2C) relationship. What's really interesting is how EverAfter uses the data they have to strengthen the relationship with Business-to-Business (B2B) customers, which can be really challenging.

466: David Horsager

A term we use a lot in business and customer experience is 'confidence', but where does that confidence come from? It comes from trust. It's easy to forget how fundamental trust is to any relationship, including economic relationships. When we talk about the whole customer experience journey, we need trust to move forward with all elements of the customer experience. This is such an interesting topic to unpack.

465: Customer Effort 2.0

The worst of the pandemic is behind us, but a big question arises: How tolerant are customers now? Or better said, are they more or less tolerant than they were before the pandemic?

August 2021

464: Theodora Lau

Theo has a lot of interesting opinions on how customer experience works and should work. She’ll also tell you how things are changing and how AI can help in customer experience.