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355: Lisa Ford, Customer Service Excellence

Adam and Jeannie welcome customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. About Lisa Ford Lisa Ford is known for her work on customer issues. Her ideas help companies create customer-focused cultures and keeping customers loyal. She is a speaker and author with over 20 years of [...]

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

354: Are you neglecting key moments in the customer journey?

Jeannie Walters CCXP explains how to find and leverage key moments we often overlook, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key moments in your customer journey? Are you focused on the customer journey? I mean REALLY focused? Most business leaders say [...]

By | January 29th, 2019|episodes|0 Comments

353: Scott McKain, Make Your Organization Iconic

In this powerful interview, bestselling author Scott McKain shares the secrets behind brands and leaders who go beyond differentiation to become iconic. […]

By | January 24th, 2019|episodes|0 Comments

352: Keeping Knowledge When Superstars Leave

Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Knowledge is power. Stop losing it! Employee turnover is at an all-time high. So there’s lots of advice out there (and in previous episodes of Crack the Customer Code!) about how to [...]

By | January 15th, 2019|episodes|0 Comments

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