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So far Jon Drachenberg has created 279 blog entries.

346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience

Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition. […]

By | November 14th, 2018|episodes|0 Comments

345: Understanding the Peak-End Rule

Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers…on purpose! […]

By | November 6th, 2018|episodes|0 Comments

344: Shaun Belding, The Journey to Wow

Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. […]

By | October 30th, 2018|episodes|0 Comments

343: Are Subscription Boxes Filled with Data Gold?

Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. […]

By | October 23rd, 2018|episodes|0 Comments

342: Ruben Ocampo, Service Design

Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. […]

By | October 16th, 2018|episodes|0 Comments

341: Is Word of Mouse Getting Less Important?

Adam and Jeannie discuss the apparent decline in trust of word of mouse and how businesses and consumers are navigating the misinformation associated with online reviews. […]

By | October 9th, 2018|episodes|0 Comments

340: Marti Konstant, the Agile Careerist

Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. […]

By | October 2nd, 2018|episodes|0 Comments

339: Customer Journey Mapping is Not One Size Fits All

Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. […]

By | September 25th, 2018|episodes|0 Comments

338: Danny Schuman, The Worst Business Model

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. […]

By | September 18th, 2018|episodes|0 Comments

337: Is Chat Better than Phone for Customer Service?

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. […]

By | September 11th, 2018|episodes|0 Comments