Crack The Customer Code

Crack the Customer Code is back! Jeannie and Adam are back with us again after a long pause since October 2020. However, they weren’t idle, and they bring with them a lot of changes and improvements to the show you’re bound to love! "We are moving to a seasonal model. We'll try being on and off for a while, and this is the beginning of a new season.“ The show is all about helping leaders be better, offer better customer service, and grow together with their customers. The new and improved Crack the Customer Code should help you with all of that, especially with anything new in the world that can affect you. In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.  Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc Learn more about you

It’s time for another one of Adam and Jeannie’s famous bourbon summits! What's more, this will also be a very special episode. That's because a significant change is coming for Crack The Customer Code, and this episode will tell you all you need to know before they hit the ground running. Learn more about your ad choices. Visit megaphone.fm/adchoices

The specific words and phrases you use can be received quite poorly. That's why companies should prepare training for their employees, and leaders should learn in advance what works and what doesn't. Learn more about your ad choices. Visit megaphone.fm/adchoices

James is here to talk about proactive experience recovery and how being proactive in CX matters more than merely fixing the issues your customers have. The results you can provide for your customers by being proactive are astonishing, and James is here to tell us how that can work, and what the exact ROI on this unique form of problem-solving can be. Learn more about your ad choices. Visit megaphone.fm/adchoices

Are we ready to come back to the office? Or do most of us still want to stay working from home for the time being? You will hear a lot about what the research says and some advice for companies and leaders. Learn more about your ad choices. Visit megaphone.fm/adchoices

Very few of us went to kindergarten, saying, “I want to be a CX professional!” That's why it's fascinating to delve into how some of us went into this business. Clare Muscutt has one of those stories you'll want to know about for its sheer distinctiveness. She is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be the author of the book ‘How to be Awesome at CX’’. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, you'll learn how to improve your focus. There are plenty of things that can help you as much as they have helped others, even though you might think they can't. The key is to try and stay persistent for a while, and you could see the benefits very soon! Learn more about your ad choices. Visit megaphone.fm/adchoices

Your career should be more than the good old I'm-doing-the-work. It should be about forming real relationships and showing another side of you that's different from the professional side. In this episode, we'll talk a lot about trust, relationships, human connections, etc. They matter more in the realm of business than many care to admit. Learn more about your ad choices. Visit megaphone.fm/adchoices

The fact is that there is a lot less business in the retail sector as of late due to the whole global pandemic situation, but there are a lot more viral stories about retail. Many of these stories are negative, but we're not going to delve too deep into that. So, we talk about how leaders can support their retail employees in this angry world. Learn more about your ad choices. Visit megaphone.fm/adchoices

Why should we do self-service, how can you do it, and how can you incorporate it into customer experience? These are the things we'll discuss and crack open today, but we'll also cover compliance, as it's not something any of us can afford to ignore. Learn more about your ad choices. Visit megaphone.fm/adchoices

One of the things that Adam and Jeannie would like to have us all consider is when there are segments of customers who aren't familiar with new software, these customers want to buy, but they can struggle if AR is their only option. How can we think about the customer journey to make sure that they are as comfortable as they can be? Learn more about your ad choices. Visit megaphone.fm/adchoices

Influencer marketing isn’t about getting the Kardashians to post on social media for you. It can be smaller than that, but it’s also about much more than that. Neal Schaffer discusses how to market in a great, authentic way with the aim of building relationships and connecting the dots between employees and the customer experience to create engagement. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie is on a solo mission today to help you with some ideas for building cross-functional leadership support. The ideas are bound to fix some gaps in your knowledge and help you reach that CX success every company is looking to get. Learn more about your ad choices. Visit megaphone.fm/adchoices

Empathy and emotional intelligence mean a lot in business, and they are not the so-called touchy-feely stuff we want eliminated from the realm of business. Alain knows this, and his ideas have helped countless companies, all of which have understood the benefits of emotions in business. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Are consumer behavior patterns now completely different because of COVID-19? Malcolm Gladwell, the famous author and researcher, talked about how the world will be different because of COVID0-19. Learn more about your ad choices. Visit podcastchoices.com/adchoices

vWe haven’t discussed inclusive customer experience on this podcast, so we are excited to talk to our guest today – Stephanie Thum, as that's one of the main things she specializes in. She is a Certified Customer Experience Professional who started in the CX profession for the B2B market. Many people know her as one of the U.S. Federal government's first agency-level heads of customer experience. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Companies have already started adding surcharges because of COVID-19. Companies, especially restaurants, are adding these surcharges as they believe it’s a way to recuperate some of their losses. Naturally, some customers are OK with this, but others aren’t. Are these surcharges good or bad for CX? Learn more about your ad choices. Visit podcastchoices.com/adchoices

The world has already changed drastically, and the people in the hospitality industry and the entire service sector are completely shifting their views on the careers they have. Michel Falcon has some interesting and some downright astonishing data and findings on where this part of the market is and where it's going to go. Learn more about your ad choices. Visit megaphone.fm/adchoices

The B2B world had already begun to change even before the pandemic, so now is the right time to embrace the new normal and find the right way to deal with it. Even though it seems next to impossible, there are still ways to do it. Jeannie and Adam are here to talk about it and how transparency and proper communication are crucial now more than ever! Learn more about your ad choices. Visit megaphone.fm/adchoices

Offering the red carpet treatment is not something that companies have never done before. However, Donna has made an effort to give precise advice to many leaders who don't know how to ensure their customers are properly cared for. This is far more important today than it was only a few months ago, so tune in to learn how to roll out the red carpet for all of your customers! Learn more about your ad choices. Visit megaphone.fm/adchoices