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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

358: Customer Service Blueprinting: Jeannie’s New Course

Jeannie and Adam discuss how to use Customer Service Blueprinting to optimize all the working parts of your overall customer experience, and how Jeannie can train you on this amazing skill today! Fine-tune your customer experience delivery with customer service blueprinting We’ve talked a lot about customer journey mapping and other amazing tools on this [...]

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

357: Thomas Hollmann, Customer Experience Education

Jeannie and Adam welcome Dr. Thomas Hollmann to tackle the customer experience education gap between academia and real-world business. About Dr. Hollmann Dr. Thomas Hollmann is a Clinical Associate Professor of Marketing and the Executive Director of the Center for Services Leadership at Arizona State University. Thomas’ work experience spans four countries and over 10 years [...]

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

356: Will Chatbots Be Everywhere?

Adam and Jeannie discuss the rapid evolution of chatbots across industries and how to make the best decisions around existing and emerging chatbot technology. Chatbots are the new black Chatbots are taking the world by storm! They’ve made their way into foodservice, retail, SaaS, and more. Typically, we catch on pretty fast when interacting with [...]

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

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