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196: Innovating with Customers

Adam and Jeannie discuss ways of innovating with customers to deliver the experiences they need the most. […]

By | March 6th, 2017|episodes|0 Comments

195: (Tip) Building a CX Team

Jeannie shares expert tips and guidelines for building a customer experience team that scales efficiently and aligns with organizational goals. […]

By | March 2nd, 2017|episodes|0 Comments

194: (Tip) Taking Negative Interactions Personally

Adam and Jeannie share quick tips and a little neuroscience to keep negative interactions from causing poor service and employee burnout. […]

By | February 28th, 2017|episodes|0 Comments

193: Amy Downs, Customer Success

Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. […]

By | February 27th, 2017|episodes|1 Comment

192: (Tip) Internal Customer Service

Adam shares tips and best practices for understanding and providing great customer service through a focus on internal customer service. […]

By | February 23rd, 2017|episodes|0 Comments

191: (Tip) Outsourcing Customer Service

Adam and Jeannie share tips for outsourcing customer service without outsourcing your integrity and values. […]

By | February 21st, 2017|episodes|0 Comments

190: Social Media with Colleagues

Adam and Jeannie share facts and stories to help you decide how and when to engage on social media with colleagues and customers. […]

By | February 20th, 2017|episodes|0 Comments

189: (Tip) Understanding Your Competitor’s Customer Experience

Jeannie shares quick tips for gathering intelligence to better understand your competitor’s customer experience and how yours measures up. […]

By | February 16th, 2017|episodes|0 Comments

188: (Tip) Show Your Customers The Love

In this special Valentine’s Day edition, Adam and Jeannie share simple ways you can show your customers the love! […]

By | February 14th, 2017|episodes|0 Comments

187: Jacqueline Jasionowski, Improving Customer Experience

Today we interview Jacqueline Jasionowski of BMW about improving customer experience at BMW, breaking the car-buying mold and differentiating the brand. […]

By | February 13th, 2017|episodes|0 Comments