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 [...]
370: How Delta Airlines Encourages Direct Employee Appreciation
Adam and Jeannie share experiences of their service from Delta Airlines, in which they received cards that give customers the opportunity to recognize an employee for a great job. This is a great way for [...]
369: Jeff Gothelf, Thinking About Design
About Jeff Gothelf Jeff Gothelf is the Principal of gothelf.co He helps organizations build better products, and executives build the cultures that build better products. Jeff is the co-author of the award-winning book, Lean UX [...]
368: When Customer Service Is a Scam
Adam and Jeannie share how scammers are using "customer service" to collect information for fraudulent activity. Customers of brands who have a good track record of customer service could be ultra vulnerable because customers could [...]
April 2019
367: Lee Smith, Putting Fuel Behind Your Sales
About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its [...]
366: Can People Connect to Avatars?
In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with [...]
365: Lisa Ryan, Having An Attitude For Gratitude
About Lisa Ryan Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human [...]
364: Culture Lessons From The Podcast
It's pretty accepted that employee experience and culture reflect the customer experience and vice versa. But how do the best organizations actually put this into action? In this episode, Jeannie recaps some of the stories [...]
363: Technology Lessons from the Podcast
On this episode of Crack The Customer Code, we're going to try something a little bit different and recap a little bit of what we've learned from our previous episodes. In particular, Adam references two [...]
March 2019
362: Bourbon Summit #2
One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer service wisdom [...]
361: Ryan Minton, Thanks For Coming In Today
About Ryan Minton Ryan Minton is a customer service and employee experience expert, keynote speaker, author and the president of CRM hospitality and consulting. He has represented high profile brands such as Hilton Hotels Worldwide, [...]