Radio and PodcastLive Radio & PodcastsOpening Radio and Podcast...
Radio and PodcastLive Radio & PodcastsFetching podcast shows and categories...
Radio and PodcastLive Radio & PodcastsFetching podcast episodes...
Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences...
"Is customer experience training a one time process or is it ongoing?" Sounds like this one will have a pretty simple answer, right? As with...
"How do we get leadership or executive sponsorship initiatives that we want to tackle?" This is an AMAZING QUESTION! And a Jeannie favorite....
Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that...
This episode is special in so many ways. First, it’s the 500th episode of Crack the Customer Code! That in itself is an incredible thing, bu...
As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast...
Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeann...
Nearing the end of the podcast, we are sure you can agree that it’s time to take a look at the past. That’s why this episode is dedicated to...
Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with...
There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistake...
The future is for the optimists! There's a lot to be optimistic about in the future of CX, and that's precisely what we discuss here today w...
Crack the Customer Code has been with you for countless years, but all good things must end. After meticulous consideration, Jeannie and Ada...
What is the power of relationships? Our guest, Zhecho Dobrev really gets into how we can understand the emotions of our customers better. An...
Customer service isn't easy. This isn't breaking news to CX people, and it might not be breaking news to many of our listeners, but it shoul...
We've mentioned our sponsor, Forethought, several times this season, but they're finally with us in person. Specifically, the CEO of Foretho...
Knowing how your customers are doing is the bare minimum of what companies can do with customer experience, but so many don’t succeed in tha...
Dr. Shirley Davis has a lot of fascinating insight to bring to you on how HR should work today, how cultural change can happen in a company,...
Crack the Customer Code is back on the air! It's the start of a new season, and Jeannie and Adam are ready to help you solve your latest CX...
Jeannie and Adam are recording together for the season finale of Crack the Customer Code because it’s another bourbon summit and bourbon is...
What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? Tha...
In this episode, we will talk a little bit about empathy and its importance in business. It’s all because empathy plays a crucial role in im...
Keeping employees motivated and having a sense of purpose is crucial in keeping them happy. It's even more crucial today in the era of the G...
We don’t really think that customer experience and the government ever go together, but that doesn’t negate the fact that we, the people of...
Annette Franz has some exciting ideas to share about the customer-centric mindset all companies need to have. Many of them are already widel...
Do you think that we at Crack the Customer Code innovate enough? Whatever the case may be, innovation is the key subject today. It's also vi...
Recommendations are essential, and so is customer loyalty. Today's guest of Crack the Customer Code, Fred Reichheld, knows that well. He is...
The right to repair is a big discussion right now. Many feel that companies have gone too far in making their products hard to repair, and u...
Michael Bartlett has a lot of interesting and, frankly, very unique ideas on customer experience. He’ll discuss how he connects other fields...
Customer experience and banking – an old topic, but one that needs to be discussed. Some would say that they go together and have to go toge...
Some might not believe it, but there is still a debate between customer experience and customer service, even though the former includes the...
Welcome back to Crack the Customer Code! With so many changes in the world of customer experience, expect the upcoming season to be jam-pack...
This is one of the longest Bourbon Summits in the show's history, and Jeannie and Adam survived, don't worry! But more importantly, it was o...
It's incredibly challenging being the CX leader, especially when you're always looking for support from the rest of the organization. That's...
Recently, there have been so many changes with the rapidly evolving technology and the pandemic, but something hasn't been included – the fr...
Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to suc...
Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially sin...
The way we view the payment part of the customer journey needs to change, and it needs to become another important part of what we look into...
Sometimes, customers can't reach a location, or they don't find the physical store attractive enough. Unfortunately, these problems that bus...
In this special sponsored episode, we’re talking with Noa Danon, Co-Founder and CEO at EverAfter.ai. Thank you to EverAfter for sponsoring t...
A term we use a lot in business and customer experience is 'confidence', but where does that confidence come from? It comes from trust. It's...
The worst of the pandemic is behind us, but a big question arises: How tolerant are customers now? Or better said, are they more or less tol...
The customer journey needs to be integrated into customers' lives and the notion of what they want to get from it. It's just one of the thin...
Customer service agents are getting better at referring to people using gender-neutral pronouns, but this can always improve, and it should...
Shep Hyken talks about a couple of essential things from his book in greater detail. You'll get vital knowledge on why customers terminate t...
There’s a big difference between customer experience and customer experience management, which is another central point that will be elabora...
Alison has a lot of exciting advice to give to all types of leaders looking to improve their companies' customer experience. She particularl...
Your two favorite hosts are here to tell you about the new topics they’ll cover in the episodes to come. This is a quick intro to the new se...
In this episode, Adam and Jeannie recap everything they've learned from the amazing guests this season has witnessed. Moreover, they talk ab...
2020 has been a hectic year for everyone, but some companies have managed to come out on top thanks to great strategies, care for their cust...
AI is everywhere, and it influences every life in one way or another, yet people rarely understand it. But Ovetta Sampson has a lot of inter...
AI is beneficial to some, but a complete mystery to most. It’s a problem that should be remedied as AI can be incredibly helpful to a lot of...