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So far Jon Drachenberg has created 209 blog entries.

276: Nora Burns, HR Undercover

Jeannie and Adam explore hiring and new employee processes from the candidate’s perspective with Undercover Candidate™ Nora Burns. […]

By | September 20th, 2017|episodes|0 Comments

275: (Tip) Go Negative with Your Training

Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice. […]

By | September 14th, 2017|episodes|0 Comments

274: Nienke Bloem, Gamifying Customer Experience

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. […]

By | September 12th, 2017|episodes|0 Comments

273: (Tip) What Is a Moment of Truth?

Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey. […]

By | September 7th, 2017|episodes|0 Comments

272: Kristina Quinones, MeetEdgar Customer Service

Jeannie and Adam interview Kristina Quinones, head of customer experience at MeetEdgar, about amazing growth through a unique approach at customer service. […]

By | September 5th, 2017|episodes|0 Comments

271: Take It To the Top – Tesla’s New Strategy

Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. […]

By | August 31st, 2017|episodes|0 Comments

270: John-Paul Narowski, KarmaCRM

Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer relationships. […]

By | August 29th, 2017|episodes|0 Comments

269: We’re Listening

Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners. […]

By | August 24th, 2017|episodes|0 Comments

268: Microchipping Employees

Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the customer experience. […]

By | August 21st, 2017|episodes|0 Comments

267: 3 Questions for Employees

Jeannie shares 3 powerful employee engagement questions to assess and improve engagement levels for improved customer experiences and better business outcomes overall. […]

By | August 17th, 2017|episodes|0 Comments