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Show Notes

/Show Notes

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.

463: Pronouns and How to Use Them

Customer service agents are getting better at referring to people using gender-neutral pronouns, but this can always improve, and it should improve. Leaders need to take action and work on this so every customer can feel at ease when dealing with your company. 

462: Shep Hyken

Shep Hyken shares why customers terminate their business with you and what you can do to increase your retention rates.

461: How Customer Experience Management Has Changed

There’s a big difference between customer experience and customer experience management, which is a central point that will be elaborated on in this episode. It's a distinction that should interest every leader and anyone working in the customer experience sector.

460: Alison Lichtenstein, Who Is the Media’s Customer? CX at Dow Jones

Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies' customer experience. She particularly has a bit of advice for leaders of companies that haven't had customers in the past but suddenly need to change to a more customer-centric model.

459: Season Intro

Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes to come. This is a quick intro to the new season, but tune in to learn what you can expect to get in the weeks and months to come.

April 2021

458: Bourbon Summit, Season Finale

In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed.

457: Tom Karinshak, Navigating Change at Comcast

2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their customers, and top-notch leadership.

456: Ovetta Sampson, Empowerment Through Design

AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of interesting advice to give leaders who are not yet familiar enough with AI and data.

455: Riaz Raihan, Improving CX with AI

AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of companies, as long as they implement it correctly. Riaz Raihan and his company Alida know that well, so he is here to talk about how to use it in customer experience, how to deal with the problems that that many experience with AI, and so much more.

454: The War Between Efficiency and Experience

The tension between customer service and efficiency creates many problems, and you'll hear about some interesting examples in this episode. What's more, Jeannie and Adam will discuss the possible solutions, so tune in if this age-old problem has been bothering you as well, so you can finally get rid of it.

March 2021

453: Chip Bell, Your Customer’s Imagination

Chip looks at customer experience differently than many do today. He is interested in the human stories and the service customers truly want to see, even if they don't ask for it. If you want to learn more about this compelling way of improving customer experience, and get a lot of practical advice, tune in, as this is not an episode you want to miss!

452: The Customer Experience Goalposts Keep Moving

The 2021 Customer Expectations Report by Gladly is out, and Adam and Jeannie talk about some of the more interesting findings from it. These numbers are bound to influence your business, especially since the findings are significantly different than before, and yes, they are partly affected by the global pandemic.

451: Ramon Ray, Small Business Experience

Ramon Ray talks to us about how important customer experience is for small businesses and why technology is the biggest part of improving the experience today. Ramon explains how to determine which technology you need and gives you some advice he’s learned as a small business owner himself.