Crack The Customer Code

There are five new considerations in this new world of remote work, and you have to consider them if you want to continue providing an excellent service to your customers. Remember, it's all about the customer experience, but you still need to consider the new norm for your employees. We discuss what you can do to improve the lives of your teams and your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Listening is so basic, and is still one of the things we often forget to do as sellers. David Priemer explains how you can get past that. David talks about the generational gap that's preventing so many sellers from being great at their jobs. A lot of what David is saying should be common knowledge in sales teams across all industries, but it isn't, so it's worth listening to if you're going to run a more successful sales team. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie and Adam have five main lessons they learned from presenting digitally, all of which can benefit any speaker in a virtual environment. The digital stage is still something you have to prepare for, so these lessons are bound to help you create an exceptional virtual event. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michel is well aware of the faster pace most companies are opting for to survive these times and advance. She is here to tell us how organizations can change and reach a new level of innovation, the level they only discussed in the past, but never got to the point of putting it into practice. By doing that, they can adopt technologies faster and improve in ways they only imaged. Learn more about your ad choices. Visit megaphone.fm/adchoices

There are five essential basic principles and they never change, so it's crucial to review them and remind your team that, despite the changes in the world, these fundamentals are still valid now more than ever. If everyone in the world of CX were to remember that, the experience our customers get would be much better. Learn more about your ad choices. Visit megaphone.fm/adchoices

The online world has changed a lot since its inception. We now have a world where you can find a like-minded community online, no matter what your interests are. We talk about online communities with Dan Reese, the Chief Customer Officer at Higher Logic. Learn more about your ad choices. Visit megaphone.fm/adchoices

Everyone in CX should know that things are changing rapidly now, customers have new challenges and obstacles, so we need to work on changing their journey maps to help them in the way they deserve. If not that, they certainly know that the journey map is not a static thing, no matter the current state of the world. Learn more about your ad choices. Visit megaphone.fm/adchoices

We are all individuals, and we are all different, and those differences need to be valued and respected. Bernadette Smith knows that and actively promotes this view, which is why she is here to help us understand what diversity means and how organizations need to handle it. Learn more about your ad choices. Visit megaphone.fm/adchoices

Measurements have somehow become the de facto way of measuring customer experience success. However, the problem with this system is that it doesn’t include insights. We don’t offer enough context for these metrics, which makes them even less useful for the continued improvement of our customers' services. Measurements and the way we measure things have become really important for business leaders. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ryan Lester is here to talk about what’s happening with digital transformation, customer experience, and the strange times we’re experiencing at the moment. He knows the importance of caring for the customers but also for the teams that serve them. Learn more about your ad choices. Visit megaphone.fm/adchoices

Stephen Shapiro touches upon why so many of us approach problems in the same way, and how you as a leader in customer experience can do it differently. It’s not your job to get the answers, but to ask the questions that allow your team to reach the right solutions. Learn more about your ad choices. Visit megaphone.fm/adchoices

Join Adam in this short update episode that will undoubtedly be of use to you during these trying times we have collectively found ourselves in as of late. This is the right time to try and serve your customers in the way they deserve! Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep has a lot of good advice he wants to share on this episode, both of his own and some from his newly edited book. Hear more about his amazement theory that can help both your relationship with your customers and your employees. If not that, then you have to hear Adam play the guitar! Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie is flying solo in this episode, and she wants to discuss how you can make room for the short term and the urgent things while trying to achieve long-term goals. This is especially important today, in the crazy world we’ve been living for the past few weeks. What’s more, it’s especially true in the world of CX. Learn more about your ad choices. Visit megaphone.fm/adchoices

It's easy to talk about a customer-centric culture; there's no doubt about that. But how do we actually do it in practice? It takes a lot of community building throughout the organization to really succeed at being customer-centric. That's precisely what our guest, Stacey Sherman talks about!  Learn more about your ad choices. Visit megaphone.fm/adchoices

Is technology forcing customer service teams to do sales? It’s an interesting question and one that’s becoming increasingly apparent to many companies. If we answer the question positively, that will make team members salespeople as well as customer service workers. Technology is already changing their role anyway, so should we actually change it for good? Learn more about your ad choices. Visit megaphone.fm/adchoices

Demands are rising, and companies have to keep on evolving. They want to strive to be the 'Amazon's' of their industry and offer stellar customer experience, but it's not as easy as some think. Plus, you need to know how to hire the right people for customer service. Micah Solomon has a lot of intriguing advice and many ideas on how you can improve customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

Sometimes customers are not ready for new technology, nor do they want it. The best example is in customer support, and that's precisely what Adam and Jeannie discuss in this episode of Crack the Customer Code. We've prepared many interesting points about the adoption of new technologies and whether or not everything that can be used should be used. Learn more about your ad choices. Visit megaphone.fm/adchoices

Among the many things Joe Pine will talk about is the money value of time, a concept you will find more than useful. He'll also discuss his idea of the five economic offerings that help you create engaging experiences that stick with customers – the ones they never forget. Learn more about your ad choices. Visit megaphone.fm/adchoices

Rarely do legacy companies manage to do things like these – to set aside what the shareholders want and put their customers first. And as we can see, it pays off, and it is a win-win situation for all sides involved.  Learn more about what Jeannie and Adam think about this exciting development with the major airline company. Learn more about your ad choices. Visit megaphone.fm/adchoices