November 2019
394: Do You Need A CX Think Week?
Thinking about thinking matters! It's not a weird concept, and it's not a tautology, it's a valid concept which we seem to have forgotten entirely. The world of today is so hectic and distracting that [...]
October 2019
393: Antony Brydon, AI Customer Service
About Antony Brydon Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about [...]
392: Don’t Let Contractors Ruin Your Customer Experience
The freelancer or contractor economy has risen with great might and has started to influence the overall customer experience in different ways. From the way it limits the delivery of excellent customer experience, to how [...]
391: Max Israel, Art + Science of CX
About Max Israel Max Israel is founder and CEO of Customerville, the design-driven customer feedback platform. Customerville blends technology with art and behavioral science to make customer experience surveys richly engaging, for customers and employees [...]
390: 3 Ways to Be More Customer Centric
Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that [...]
389: Tiffani Bova, Growth IQ
About Tiffani Bova Tiffani Bova is the Global Customer Growth and Innovation Evangelist for Salesforce and the author of the Wall Street Journal bestseller Growth IQ: Get Smarter about the Choices That Will Make Or [...]
September 2019
388: The Tech Leader’s Role in CX
Customer experience is continuously evolving today. What's more, the use of technology goes hand in hand with it. As a direct consequence of this, the role of the chief technology officer or the CTO is [...]
387: Stan Phelps Talks Pink Goldfish
About Stan Phelps Our guest today is Stan Phelps, a long time friend, who is once again joining us on the show. We are going to continue our talk about the goldfish series. Today, it's [...]
386: Is the Customer Journey Dead?
Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the [...]
385: Bill Guertin, The Fan Experience
About Bill Guertin The sports fan experience is so much more than it used to be. Now it involves the game, the food, comfort at the stadium, and a lot more. It has changed significantly, [...]
August 2019
384: Your Customer’s Ecosystem
Consider the ecosystem that your customers live in with your brand. While we often talk about customer journeys, we need to consider the context of that journey in a bigger ecosystem. Your customers are often [...]
383: Engaging Your Superfans
Jeannie and Adam recently attended the National Speakers Association 2019 Conference in Denver, Colorado where they had fun, learned new things, and brought back a valuable takeaway for business owners. What is the difference between [...]
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 [...]