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283: Pay Attention to Customers

Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. […]

By | October 12th, 2017|episodes|0 Comments

282: Stephen Shapiro, Innovating Customer Experience

Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to innovating customer experience and more. […]

By | October 11th, 2017|episodes|0 Comments

281: CX Clichés and Overused Examples

Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing. […]

By | October 5th, 2017|episodes|3 Comments

280: Lesley Lykins, CX Day

In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer Experience Professionals Association. […]

By | October 3rd, 2017|episodes|0 Comments

279: Is Efficient Customer Service Best?

Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges to providing efficient customer service. […]

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

278: Stacey Hanke, Communicate with Influence

Adam and Jeannie interview Stacey Hanke, influence expert and author of Influence Redefined…Be the Leader You Were Meant to Be. […]

By | September 26th, 2017|episodes|0 Comments

277: 5 Digital Experience Offenses

Jeannie shares her expertise in digital experience evaluation with 5 sales-killing offenses even the best of us commit and tips to make good on them. […]

By | September 21st, 2017|episodes|1 Comment

276: Nora Burns, HR Undercover

Jeannie and Adam explore hiring and new employee processes from the candidate’s perspective with Undercover Candidate™ Nora Burns. […]

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

275: (Tip) Go Negative with Your Training

Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice. […]

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

274: Nienke Bloem, Gamifying Customer Experience

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. […]

By | September 12th, 2017|episodes|1 Comment