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So far atoporek has created 71 blog entries.

047: Why Does Customer Service Still Stink?

Customer satisfaction ratings haven’t improved since the 1970’s, in fact, they’ve declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent study performed by Consumer Reports, 80% of people surveyed had some issue with a recent transaction—they had returned merchandise, questioned a bill, or simply left the store without making their intended purchase. […]

By | September 7th, 2015|episodes|0 Comments

046: Tom Schwab on Inbound Marketing

Tom Schwab describes how business leaders can implement NPS and inbound marketing to focus on customer satisfaction and offer them the products and services they need. […]

By | September 3rd, 2015|episodes|6 Comments

045: The Customer Effort Score

We all love metrics, and that’s what this episode of Crack the Customer Code is all about. In particular, it’s about one metric – the Customer Effort Score – and whether or not it’s the best customer experience metric to track. Do you know what the Customer Effort Score is? The Customer Effort Score, measures how much perceived effort your customers experience trying to get an issue resolved. The more effort they have to put in, the less satisfied they are. The less effort, the more satisfied. Listen in as Jeannie and Adam discuss the CES and whether or not it’s a reliable metric to use in evaluating customer experience – on this episode of Crack the Customer Code. […]

By | August 31st, 2015|episodes|7 Comments

044: Lee Caraher, Author of Millennials & Management

Lee Caraher tells us how intergenerational workplaces can succeed despite the perceived great divide between Millennials and earlier generations like Boomers. […]

By | August 27th, 2015|episodes|0 Comments

043: When Is it Okay to Hack Customer Behavior?

Businesses hack customer behavior all the time; the real question is, are they using their powers for good or evil? Join Adam and Jeannie as they discuss the good, the bad, and the ugly of hacking customer experience. Is it ever ok? […]

By | August 24th, 2015|episodes|2 Comments

042: John Murphy on Emotional Intelligence

John Murphy discusses how emotional intelligence can be a driver of success across metrics as you learn how to engage with your team, your clients, and your customers. […]

By | August 20th, 2015|episodes|1 Comment

041: Does “Surprise & Delight” Work to Retain Customers?

Adding “Surprise & Delight” to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect. Adam and Jeannie discuss the trend of “Surprise & Delight” (or S&D, as some have started to dub it). Quite a few business leaders have been using a Surprise & Delight strategy to create joy and lasting memories among customers. […]

By | August 17th, 2015|episodes|0 Comments

040: Robert Rose and The New Era of Marketing

An Interview with Robert Rose Robert introduces some of the principles taught in his latest book, Experiences: the 7th Era of Marketing, which he co-authored with Carla Johnson. After briefly summarizing the previous six marketing eras, Robert explains how the next one signifies a profound paradigm shift where customer experience intersects with marketing through the content we produce. According to Robert, we have moved beyond the age of just describing the value of products and services in marketing and entered an age when we must actually deliver value as a vital part of that marketing before a purchase is considered. As businesses shift into this new era, Robert has observed that the content marketing strategies of many businesses are still not well-adapted. Content production has, in many cases, been tacked onto the normal duties of professionals in many departments and areas of expertise. […]

By | August 13th, 2015|episodes|1 Comment

39: Does Employee Empowerment Work?

A few fun changes for Crack the Customer Code! SPONSOR MESSAGE   Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more. Employee Empowerment: Is it a Fad or a Winning Strategy? Employee empowerment is a term we hear a lot these days, but how do you define it? The answer can make a huge difference for your business. […]

By | August 10th, 2015|episodes|4 Comments

038: Bob Burg, Author of The Go-Giver

SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more.   Bob Burg: Go-Giver, Bestselling Author and Global Speaker We are honored to kick off our new format with a guest of Bob’s acclaim! Bob Burg shares the principles of his seemingly counterintuitive yet surprisingly powerful new strategy for selling in today’s economy. He explains how a shift in focus from acquisition to providing as much value as possible can be the catalyst for long-term loyalty and amazing customer value. […]

By | August 6th, 2015|episodes|0 Comments