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Show Notes

/Show Notes

March 2017

207: (Tip) How to Turn Away Customers

Adam and Jeannie share tips and best practices for when you need to turn away customers for the greater good. […]

206: (Tip) The Role of the CX Evangelist

Jeannie shares expert tips for becoming a CX evangelist or hiring the right person to fill this role in your organization. […]

205: Colin Shaw, The Intuitive Customer

Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy, and discuss his new book, The Intuitive Customer. […]

204: (Tip) Customer Service Leadership

Adam shares expert tips for the most effective customer service leadership in any industry. […]

203: (Tip) B2B vs. B2C Customer Experience

Adam and Jeannie discuss key distinctions to handling B2B vs B2C customer relationships. […]

202: Customer Service Tech

Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading. […]

201: (Tip) User Experience vs. Customer Experience

Jeannie shares tips and distinctions for delivering an excellent overall customer experience to those who use your digital products and services. […]

200: Our Special 200th Episode

Adam and Jeannie celebrate our 200th episode by sharing actionable takeaways and thought-provoking quotes from some of our most inspiring guests. […]

199: Graeme Newell, For Purpose Corporations

Graeme Newell, co-author of Red Goldfish, returns to share the secrets of building a brand following through social purpose. […]

198: (Tip) No Cost Ways to Please Unhappy Customers

Adam shares tips to please unhappy customers without breaking the bank. […]

197: (Tip) Using Customer Personas

Get amazing insights from customer personas by creating and using them better with these expert tips from Adam and Jeannie. […]

196: Innovating with Customers

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

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. […]

February 2017

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. […]

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. […]

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. […]

191: (Tip) Outsourcing Customer Service

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

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. […]

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. […]

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! […]

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. […]

186: Bobby Albert, Creating Culture

Today we discuss building culture that drives both revenue and a great working environment with author Bobby Albert, author of Principled Profits—Outward Success Is an Inside Job. […]

185: (Tip) When Customers Cross The Line

Adam shares some of the best ways you and your employees can stand up for yourselves when customers cross the line into unacceptable behavior. […]

184: (Tip) Warming Up Cold Calls

Adam and Jeannie share helpful tips for quickly turning cold calls into opportunities to spark meaningful relationships. […]