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episodes

/episodes

255: (Tip) Your Org Chart vs. Your Customers

Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. […]

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

254: Rocky Romanella, Tighten the Lug Nuts

Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership. […]

By | July 18th, 2017|episodes|0 Comments

253: (Tip) Situational Awareness in Customer Service

Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. […]

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

252: Alison Herzog, Dell Customer Experience

Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about “deep listening” on a large scale. […]

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

251: (Tip) 3 OTHER Customer Segments

Jeannie and Adam explore critical customer segments that typically get ignored when designing customer experiences. […]

By | July 11th, 2017|episodes|0 Comments

250: (Tip) Speed Up Your Customer’s Experience

Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital details, or personalization. […]

By | July 10th, 2017|episodes|0 Comments

249: How Customer Service Training Goes Wrong

Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience, and what you can do to fix it. […]

By | July 6th, 2017|episodes|0 Comments

248: (Tip) 3 Moments of Truth

Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you to examine today. […]

By | July 4th, 2017|episodes|0 Comments

247: (Tip) 3 Powerful Questions

Jeannie shares 3 powerful questions to get actionable feedback from customers. […]

By | July 3rd, 2017|episodes|0 Comments

246: Chase Clemons, Basecamp’s Customer Service Ethic

Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges faced by support professionals. […]

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