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368: When Customer Service Is a Scam

Adam and Jeannie share how scammers are using "customer service" to collect information for fraudulent activity. Customers of brands who have a good track record of customer service could be ultra vulnerable because customers could assume that it’s just part of their regular support. "Do things in your communication as a brand to give your [...]

By | May 7th, 2019|episodes|0 Comments

367: Lee Smith, Putting Fuel Behind Your Sales

About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its unique portfolio of sales tools, training and intelligence, SalesFuel provides thousands of sales teams nationwide with the power to sell [...]

By | April 30th, 2019|episodes|0 Comments

366: Can People Connect to Avatars?

In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with the rise of technology. Jeannie cites examples of technology that allow us to interact with service providers through avatars, or [...]

By | April 23rd, 2019|episodes|0 Comments

365: Lisa Ryan, Having An Attitude For Gratitude

About Lisa Ryan Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human connection through thankfulnes; letting people know that they matter, are seen, and are important to us, promotes loyalty, fulfilment and [...]

By | April 16th, 2019|episodes|0 Comments

364: Culture Lessons From The Podcast

It's pretty accepted that employee experience and culture reflect the customer experience and vice versa. But how do the best organizations actually put this into action? In this episode, Jeannie recaps some of the stories of the amazing guests we’ve had on the show. These guests have helped to challenge how we could all be [...]

By | April 9th, 2019|episodes|0 Comments

363: Technology Lessons from the Podcast

On this episode of Crack The Customer Code, we're going to try something a little bit different and recap a little bit of what we've learned from our previous episodes. In particular, Adam references two episodes, in which we've learned that both companies use social media messaging apps and think about where the customers are, [...]

By | April 2nd, 2019|episodes|0 Comments

362: Bourbon Summit #2

One of the comments that Adam and Jeannie receive the most about the podcast is that people like the banter, the personal stories and the fun! We thought the customer experience and customer service wisdom was the draw. Nope! It’s when Adam and Jeannie mess around! So they’ve decided that once a quarter, unless we [...]

By | March 26th, 2019|episodes|0 Comments

361: Ryan Minton, Thanks For Coming In Today

About Ryan Minton Ryan Minton is a customer service and employee experience expert, keynote speaker, author and the president of CRM hospitality and consulting. He has represented high profile brands such as Hilton Hotels Worldwide, Marriott International, Intercontinental Hotels Group, Ganette Ultimate Jet Charters, and the Cincinnati Reds. As a hotel general manager, Ryan drove [...]

By | March 19th, 2019|episodes|0 Comments

360: The Airport Customer Experience

Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dallas Fort Worth airport, who actually have a customer service command center. Getting everyone to work together for a cohesive experience is a game changer as [...]

By | March 12th, 2019|episodes|0 Comments

359: Steve Woodruff, What Makes You Distinct?

About Steve Woodruff Steve Woodruff is known as the king of clarity in a world full of noise and distraction. Steve helps businesses craft a message so clear that they can be heard, remembered and referred. In over 30 years of business experience, he has consulted with companies ranging from solo startups to top five [...]

By | March 5th, 2019|episodes|0 Comments