August 2018
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! […]
323: Neen James, Attention Pays
Jeannie and Adam interview Neen James, global speaker and bestselling author, to expose the difference between intentional and transactional attentions, and how that difference is vital to your success in business and beyond. […]
May 2018
322: Rise of the Service Machines
Adam and Jeannie discuss facts and insights around emerging customer service tech in the retail and foodservice industries. […]
321: Jesse Cole, Revolutionizing the Ballpark Experience
Jeannie and Adam interview Savannah Bananas owner Jesse Cole, whose transformation of the ballpark experience has turned an underdog sports team into a booming business. […]
320: The STORY of Retail Experience
Jeannie and Adam explore the innovative retail experience created by STORY and how you can surprise your own customers with unexpected value in the in-store shopping experience. […]
319: Jeanne Bliss, Is Your CX Mom-worthy?
Jeannie and Adam interview 35-year customer experience pro Jeanne Bliss about her new book “Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard For How To Treat Your Customers.” […]
318: How Important Is the CX of Former Customers?
Jeannie Walters CCXP shares expert tips for engaging former customers and insights on how to treat those who are leaving you. How can your brand flourish by focusing on these parts of the journey? […]
April 2018
317: Anne Bahr Thompson, Do Good
Jeannie and Adam discuss the concept of social responsibility with Anne Bahr Thompson, author of Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit. […]
316: Can Toys R Us Survive?
Adam and Jeannie discuss the looming demise of Toys R Us and how a greater focus on customer experience innovation could make all the difference. […]
315: Joey Coleman, Never Lose a Customer
Jeannie and Adam interview award winning speaker and author Joey Coleman to discuss how the first 100 days is critical to increase customer retention and ultimately, lifetime profit. […]
7 Ways to Be a Great Podcast Guest
It’s been more than three years and more than 300 episodes so far. Adam Toporek and I have gone from podcast rookies to almost podcast pros. In just the first few dozen episodes, we interviewed [...]
314: The Power of Empowerment: What I Wish I Knew
Adam Toporek reveals how lack of employee empowerment creates unnecessary challenges for growing businesses and shares how you can empower your staff to deliver better experiences. […]
March 2018
313: Is AmazonGo the Future?
Adam and Jeannie discuss the innovative approach of AmazonGo and how it may forever change the retail customer experience. […]
312: John Garrett, The Personal Side of Business
Jeannie and Adam discuss the Green Apple concept and how personal interests make us better professionals with Green Apple podcast host and CPA turned comedian, John Garrett. […]