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episodes

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351: Mark Sanborn, Extraordinary Leadership

Renowned speaker and author Mark Sanborn shares his leadership wisdom to inspire every employee to deliver extraordinary customer experiences, every time. […]

By | January 8th, 2019|episodes|0 Comments

350: New Year’s Resolutions

Adam and Jeannie kick off 2019 with some of the best resolutions you can make to continuously improve customer experience and customer service all year long. […]

By | January 4th, 2019|episodes|0 Comments

349: Mark Colgate, The Science of Service

Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. […]

By | December 19th, 2018|episodes|0 Comments

348: Predictions for 2019

Jeannie and Adam dust off the crystal ball and have some fun bringing you their expert customer experience predictions for 2019. […]

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

347: Jay Baer, Talk Triggers

Jay Baer returns to enlighten us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. […]

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

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