003: Experience Action Podcast - Customer Experience Training
"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...
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Crack the Customer Code
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...
Episodes
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002: Experience Action Podcast - Sponsorship Initiatives
"How do we get leadership or executive sponsorship initiatives that we want to tackle?" This is an AMAZING QUESTION! And a Jeannie favorite....
New Podcast Introduction: Experience Action with Jeannie Walters
Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that...
500: Bourbon Summit
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...
499: The Present and Future of CX
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...
498: Jay Baer, The Need for Speed
Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeann...
497: Looking Back on CX
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...
496: Jeff Toister, The Guaranteed Experience
Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with...
495: Common CX Mistakes
There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistake...
494: Jen Bailin, The Bright, Big Future of CX
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...
493: Special Announcement
Crack the Customer Code has been with you for countless years, but all good things must end. After meticulous consideration, Jeannie and Ada...
492: Zhecho Dobrev, The Value of Emotions
What is the power of relationships? Our guest, Zhecho Dobrev really gets into how we can understand the emotions of our customers better. An...
491: Answer to Abusive Customers: Shut Down Support?
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...
490: Deon Nicholas, Human-Centered AI
We've mentioned our sponsor, Forethought, several times this season, but they're finally with us in person. Specifically, the CEO of Foretho...
489: Customer Health Score
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...
488: Dr. Shirley Davis, Inclusive Leadership
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,...
487: Season Intro
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...
486: Bourbon Summit, Season Finale
Jeannie and Adam are recording together for the season finale of Crack the Customer Code because it’s another bourbon summit and bourbon is...
485: David Sakamoto, The Power of Transparency
What does it mean to be authentic and transparent in customer and employee experience? More importantly, how does that work in practice? Tha...
484: Empathy and Leadership
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...