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Show Notes

/Show Notes

April 2019

367: Lee Smith, Putting Fuel Behind Your Sales

About Lee Smith Lee Smith is the CEO and founder of SalesFuel, a Columbus, Ohio based firm that was named one of the top 15 sales enablement vendors in 2019 by Selling Power. Through its [...]

366: Can People Connect to Avatars?

In this episode, Jeannie and Adam discuss how when we need a connection, we create that connection, even with a car! These kinds of connections that people create are becoming more and more prevalent with [...]

365: Lisa Ryan, Having An Attitude For Gratitude

About Lisa Ryan Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human [...]

364: Culture Lessons From The Podcast

It's pretty accepted that employee experience and culture reflect the customer experience and vice versa. But how do the best organizations actually put this into action? In this episode, Jeannie recaps some of the stories [...]

363: Technology Lessons from the Podcast

On this episode of Crack The Customer Code, we're going to try something a little bit different and recap a little bit of what we've learned from our previous episodes. In particular, Adam references two [...]

March 2019

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 [...]

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, [...]

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 [...]

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 [...]

February 2019

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 [...]

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 [...]

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 [...]

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 [...]

January 2019

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 [...]

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. […]

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 [...]

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. […]

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. […]

December 2018

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. […]

November 2018

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. […]

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. […]

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. […]

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! […]

October 2018

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. […]