November 2018
347: Jay Baer, Talk Triggers
Jay Baer returns to enlighten us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. […]
346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience
Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition. […]
345: Understanding the Peak-End Rule
Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers…on purpose! […]
October 2018
344: Shaun Belding, The Journey to Wow
Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. […]
343: Are Subscription Boxes Filled with Data Gold?
Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. […]
342: Ruben Ocampo, Service Design
Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. […]
341: Is Word of Mouse Getting Less Important?
Adam and Jeannie discuss the apparent decline in trust of word of mouse and how businesses and consumers are navigating the misinformation associated with online reviews. […]
340: Marti Konstant, the Agile Careerist
Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. […]
September 2018
339: Customer Journey Mapping is Not One Size Fits All
Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. […]
338: Danny Schuman, The Worst Business Model
Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. […]
337: Is Chat Better than Phone for Customer Service?
Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. […]
336: Joshua March, Social Media Messaging
Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. […]
August 2018
335: Do You have a Purchase or Usage Brand?
Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand, how the latter translates to better customer experiences, and ultimately, greater long-term success. […]
334: Melissa Agnes, Preparing for Crisis
Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. […]
333: Don’t Make Assumptions About Your Customer’s Journey
Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. […]
332: Alan Schaefer: Banding Together
Adam and Jeannie discuss an innovative approach to resolving collaboration issues and working together harmoniously with Alan Schaefer, CEO and Founder of Banding People Together. […]
July 2018
331: There’s No One Way to Do Customer Experience
Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right. […]
330: Jess Pettitt, Good Enough NOW
Author and renowned speaker Jess Pettitt flips diversity training on its head to help us check our biases and stereotypes to not only reduce friction, but to leverage them for better experiences greater business outcomes. […]
329: Be a Customer Experience Change Agent
Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. […]
328: Customer Service Phrases that Are a Problem
Adam and Jeannie offer customer-centric alternatives to common customer service phrases that seem innocent but tend to trigger negative emotions. […]
327: Jeff Toister, Service Culture
Bestselling author and global speaker Jeff Toister returns to the show with amazing tips and actions for creating and executing on your vision for an outstanding service culture. […]
June 2018
326: Succeeding with Difficult Customers
Adam and Jeannie share tips and insights around succeeding with, rather than dealing with, difficult customers. Plus, we’re introducing Adam’s new course to help you become a pro at this! […]
325: Kelsey Brown, Fighting for Transparent Pricing
Jeannie and Adam discuss how lack of transparent pricing harms your business and what you can do to stop feeding into the “norm” of hidden fees without jeopardizing your sales. […]
324: A Good Product Is Not Enough
Adam tells a customer experience horror story about a good product surrounded by a nightmarish customer journey. The scary part is that your brand could be doing this to customers! […]