470.223.CODE (2633) | thecustomercode@gmail.com

Show Notes

/Show Notes

August 2017

269: We’re Listening

Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners. […]

268: Microchipping Employees

Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the customer experience. […]

267: 3 Questions for Employees

Jeannie shares 3 powerful employee engagement questions to assess and improve engagement levels for improved customer experiences and better business outcomes overall. […]

266: Chip Bell, Innovating Service

Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to create value-unique experiences. […]

265: (Tip) Chatbots and Humans

Jeannie and Adam share research and expert tips for getting chatbots and humans to work together in harmony. […]

264: (Tip) Mobile Potential

Adam and Jeannie share tips to unlock your full mobile potential and deliver what customers need most in the moment. […]

263: Merit Gest, Sales Engagement

Adam and Jeannie interview Merit Gest to discuss powerful sales engagement and onboarding strategies for customer-focused sales teams. […]

262: Ecommerce Still Not Getting It Right

Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative solutions. […]

261: (Tip) Thoughts on First Contact Resolution

Adam shares surprising statistics about First Contact Resolution (FCR) and how to keep this metric from having a negative impact on the customer experience. […]

260: Julie Ann Sullivan, Employee Attitudes

Jeannie and Adam interview podcaster and employee attitudes expert Julie Ann Sullivan live from the NSA Influence 2017 conference. […]

July 2017

259: Predicting Behavior and Risk

Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced technology. […]

258: (Tip) Making Sure Your Team Knows Their Goals

Adam and Jeannie share tips for helping employees understand, align, and stay motivated to achieve goals. […]

257: Pat Iyer, Legal Nurse Podcast

Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA Influence 2017 conference. […]

256: How Not to Hire Idiots When You’re Desperate

Jeannie and Adam share expert tips for hiring the right talent in a pinch. […]

255: (Tip) Your Org Chart vs. Your Customers

Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. […]

254: Rocky Romanella, Tighten the Lug Nuts

Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of Balanced Leadership. […]

253: (Tip) Situational Awareness in Customer Service

Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference to discuss the power of situational awareness in customer service. […]

252: Alison Herzog, Dell Customer Experience

Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about “deep listening” on a large scale. […]

251: (Tip) 3 OTHER Customer Segments

Jeannie and Adam explore critical customer segments that typically get ignored when designing customer experiences. […]

250: (Tip) Speed Up Your Customer’s Experience

Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital details, or personalization. […]

249: How Customer Service Training Goes Wrong

Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the customer experience, and what you can do to fix it. […]

248: (Tip) 3 Moments of Truth

Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you to examine today. […]

247: (Tip) 3 Powerful Questions

Jeannie shares 3 powerful questions to get actionable feedback from customers. […]

June 2017

246: Chase Clemons, Basecamp’s Customer Service Ethic

Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges faced by support professionals. […]