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So far atoporek has created 71 blog entries.

BONUS: What’s Next for this Podcast?

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 [...]

By | August 3rd, 2015|episodes|0 Comments

037: Experiences Rule, Reebok’s Ben Blakesley, and Fraudsters

Product vs Experience: Selling and maintaining emotional connections Ben Blakesley, Sr. Manager, Global Social Media, Reebok Customer Zero: How scam artists are ruining the experience for the rest of us 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. Product vs. Experience: How Sweet Emotional Connections turn Sour A hot topic touched upon by Fast Company and investigated further by author Gretchen Rubin, Adam and Jeannie discuss the idea that it’s not really products that we aim to sell to customers, but the experiences and emotional connections facilitated by those products. […]

By | July 30th, 2015|episodes|1 Comment

036: Goodsnitch, Jennifer Maldonado, and Customer Experience Gaps

Goodsnitch, the “Anti-Yelp”: Snitches don’t end up in ditches! Jennifer Maldonado, Sr. Business Analyst & Voice of the Gamer program owner at Activision Customer Hero: Middle School Entrepreneur fills a Huge Customer Experience Gap […]

By | July 23rd, 2015|episodes|3 Comments

035: Keurig, Ramon De Leon, and Disney Cruise Line

Keurig brews social backlash, recent innovation goes back in the grinder Ramon De Leon, Global Business and Social Media Keynote Speaker Customer Hero: Disney Cruise Line’s unbelievable dedication to details SPONSOR MESSAGE Confident, in control, successful… Is this how you feel when you work with customers? If you answered “no” you’re not alone. Customer service can be incredibly difficult. Adam’s new book, Be Your Customer’s Hero: Real World Tips and Techniques for the Service Front Lines is here to help. Be Your Customer’s Hero is designed to help you and your teams gain the mindset and skills needed to create hero class customer experiences. Go to beyourcustomershero.com to get your copy today. Keurig’s attempt to box in customers backfires Jeannie and Adam discuss how Keurig’s customers react to a recent innovation designed to force the use of proprietary supplies. Customers have spoken up, and Keurig has listened! But is it too late? How will they address customers who can no longer use the product their own way? Discussion begins at 01:23 […]

By | July 16th, 2015|episodes|1 Comment

034: CX Automation, Ebay’s Raj Sivasubramanian, & Virgin Hotels

The pros and cons of obsessing about data Raj Sivasubramanian, Senior Manager, Global Customer Insights, eBay Marketplaces Virgin’s new hotel is a Customer Hero! […]

By | July 9th, 2015|episodes|0 Comments

33: Global Markets and Erin Wallace from John Deere

Target Canada’s “supply chain disaster” Erin Wallace, Global Manager, Customer Experience, John Deere Poor customer satisfaction is a slippery slope for Wal-Mart! SPONSOR MESSAGE Please support our fantastic sponsor, Touchpoint Dashboard! Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard is a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. Touchpoint Dashboard was purpose built to ensure that your journey maps meet your goals and become the catalyst for change that they were meant to be. Sign up for a free 15-day trial to see how Touchpoint Dashboard can help you understand – and transform – your customer experience. Going global? Tread lightly. Target Canada is a recent example of an unexpected failure and shows some of the challenges of going global! What went wrong? Jeannie and Adam discuss some of the issues with going big and crossing borders. Discussion begins at 1:29. […]

By | July 2nd, 2015|episodes|0 Comments

032: Cable Customer Service and Luis Serpa

Does customer experience trump brand in acquisition? Luis Serpa UL (Underwriter Laboratories) Principal, Digital Experience at Underwriters Laboratories Customer Zero: The Cable Industry! Does customer experience trump brand in acquisition? Is customer experience more important than brands for long-term success? A study about what’s more important, customer relationships or brands, reveals customer relationships became more important in the last decade. Jeannie & Adam discuss how customers have new tools to evaluate the customer relationship, so it’s not just about buying the brand they know. This conversation brings in all sorts of questions. What do you think? Are brands as important as they used to be? Or do customer relationships trump all? Discussion begins at 1:30. […]

By | June 25th, 2015|episodes|0 Comments

Episode 031: Customer Experience Managers, Jeanne Bliss, and Netflix

Customer experience managers, Jeanne Bliss, Customer Hero Netflix Do you need a customer experience manager? Best-selling author Jeanne Bliss How Netflix became a Customer Hero SPONSOR MESSAGE Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard is a powerful web-based journey mapping platform that [...]

By | June 18th, 2015|episodes|2 Comments

Episode 030: Convenience, AT&T’s Diane Magers, and Department Stores

Is everyone driven by convenience? Diane Magers, from AT&T, discusses making change in a huge organization Why department stores need to catch up […]

By | June 11th, 2015|episodes|4 Comments

Episode 029: Insights from Top Customer Experience Pros

  OUR SPONSOR: Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. What’s the Future of Customer Experience? Before sharing the insights gathered from the customer experience leaders at the CXPA Insight Exchange, Jeannie challenged Adam with the same questions. What is the future of customer experience? And why, after so many years of discussing customer experience as a priority, are so many organizations still getting it so wrong? Will we have a better understanding of omnichannel? Will we figure out the right way to incentivize the right behavior? These are some of the questions Adam and Jeannie discuss. Discussion begins at 1:25. […]

By | June 4th, 2015|episodes|0 Comments