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episodes

/episodes

336: Joshua March, Social Media Messaging

Joshua March, bestselling author and Founder of Conversiocial, shares how social media messaging helps create better customer experiences while cutting customer service costs. […]

By | September 4th, 2018|episodes|0 Comments

335: Do You have a Purchase or Usage Brand?

Adam and Jeannie discuss the core distinctions between a purchase brand and a usage brand, how the latter translates to better customer experiences, and ultimately, greater long-term success. […]

By | August 28th, 2018|episodes|0 Comments

334: Melissa Agnes, Preparing for Crisis

Jeannie and Adam interview author and speaker Melissa Agnes about how preparing beyond traditional crisis management can make your brand invincible. […]

By | August 21st, 2018|episodes|0 Comments

333: Don’t Make Assumptions About Your Customer’s Journey

Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. […]

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

332: Alan Schaefer: Banding Together

Adam and Jeannie discuss an innovative approach to resolving collaboration issues and working together harmoniously with Alan Schaefer, CEO and Founder of Banding People Together. […]

By | August 7th, 2018|episodes|0 Comments

331: There’s No One Way to Do Customer Experience

Jeannie and Adam report live from the National Speakers Association’s Influence 2018 conference to discuss what it means to do customer experience right. […]

By | July 31st, 2018|episodes|0 Comments

330: Jess Pettitt, Good Enough NOW

Author and renowned speaker Jess Pettitt flips diversity training on its head to help us check our biases and stereotypes to not only reduce friction, but to leverage them for better experiences greater business outcomes. […]

By | July 24th, 2018|episodes|0 Comments

329: Be a Customer Experience Change Agent

Jeannie shares the best ways to become a powerful force for positive change in your organization as an in-house customer experience change agent. […]

By | July 17th, 2018|episodes|0 Comments

328: Customer Service Phrases that Are a Problem

Adam and Jeannie offer customer-centric alternatives to common customer service phrases that seem innocent but tend to trigger negative emotions. […]

By | July 10th, 2018|episodes|0 Comments

327: Jeff Toister, Service Culture

Bestselling author and global speaker Jeff Toister returns to the show with amazing tips and actions for creating and executing on your vision for an outstanding service culture. […]

By | July 3rd, 2018|episodes|0 Comments