Crack The Customer Code

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 Great Resignation. Thankfully, Donna Cutting has some interesting suggestions in her upcoming book, but she'll also share some thoughts in our talk today. Even if your company doesn't sell a life-changing product, there are still ways to give every team member a sense of purpose. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 the United States, deserve better experience when dealing with the government. The government sees areas of improvement, which is likely why President Biden made his executive order dealing with CX in government institutions. The order is interesting, and it deals with a lot of commitments the government is making and changes it's likely to implement, so Jeannie and Adam are here to discuss some of them. Tune in to learn how your dealings with the administration or the IRS might get better in the near future. Learn more about your ad choices. Visit megaphone.fm/adchoices

Annette Franz has some exciting ideas to share about the customer-centric mindset all companies need to have. Many of them are already widely believed by organizations, but they are not adopted in the way they need to be. What's more, many companies keep delaying this to increase profits, but they need to understand that genuinely implementing the employee and customer-centric model is the way to go to drive more value. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 vital in business in general as everyone wants to see it. Customers want companies to innovate, and companies themselves want to innovate. However, it's clear that not every business knows how to innovate adequately. Many do it for the sake of innovation and, in doing so, often fail to truly grasp what the customers want to get. It can be a big problem, which is why this entire episode is dedicated to innovation and the examples of how companies are innovating in the right way. Learn more about your ad choices. Visit megaphone.fm/adchoices

Recommendations are essential, and so is customer loyalty. Today's guest of Crack the Customer Code, Fred Reichheld, knows that well. He is the creator of the Net Promoter System of management, founder of Bain & Company's Loyalty practice, and author of five books, including a New York Times bestseller – The Ultimate Question 2.0. He is a frequent speaker at major business forums, and his work on customer loyalty has been covered in the New York Times, Wall Street Journal, Fortune, Financial Times, The Economist, and Businessweek.  When Fred developed his Net Promoter System, he had no idea that it would end up being used by the majority of companies today. But times have changed, and so has CX, which is why he has had to make changes and updates to that system. He has a lot of intriguing things to say about the things he's been working on lately, so tune in to learn all about them. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 users now want to be able to fix the products they buy. Naturally, this doesn't always work for organizations, which is precisely why we are where we are. But shouldn't that change? It's clear that companies make more profit when they limit the ability of customers to repair their products. However, couldn't it be better to give them the ability to repair and reap the rewards of more loyal customers? Jeannie and Adam will talk about that in more detail and tell you all about CX, the right to repair, and how they go together, so make sure you tune in to the latest episode. Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael Bartlett has a lot of interesting and, frankly, very unique ideas on customer experience. He’ll discuss how he connects other fields to CX, all in an effort to improve it and help CX professionals become better at their jobs. You can find all of that in his new book as well, so tune in to hear why it will be a great and useful read. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 together, and they point to many trends that might be able to prove this point. Others would say quite the opposite, and you can already guess where Adam and Jeannie stand.   "These trends are absolutely important, but they still involve customer experience." This is actually a big topic, and it goes as far as the difference between customer service and customer experience. But one thing is sure, people care about their bank experience, and they especially care when they can get more modern tools that will pretty much automate a big chunk of the banking experience. The good news is that Jeannie and Adam are here to discuss all of that in detail, so tune in as soon as you can. Learn more about your ad choices. Visit megaphone.fm/adchoices

Some might not believe it, but there is still a debate between customer experience and customer service, even though the former includes the latter. The first guest of the new season, Brad Cleveland, has a lot to say about the role of customer service in CX.  Customer service is often mistreated and not given the respect it deserves. In this episode, we try to change that and Brad has enough great examples and options from his work and his book that are bound to give you something to think about.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome back to Crack the Customer Code! With so many changes in the world of customer experience, expect the upcoming season to be jam-packed with important knowledge, insights, and opinions you’ll want to hear.  "We are all facing change like we never have before." Tune in for this brief introduction to the new season of the show where Jeannie and Adam will tell you what to expect. And don’t worry, the first interview is coming soon! Learn more about your ad choices. Visit megaphone.fm/adchoices

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 one of the longest as so many things had to be covered. From the changes to the world of CX to a recapitulation of what the show's guests covered, there's so much to hear, so crack open a bottle of your favorite drink and tune in. Learn more about your ad choices. Visit megaphone.fm/adchoices

It's incredibly challenging being the CX leader, especially when you're always looking for support from the rest of the organization. That's why the advice Marlanges Simar has is so powerful and energizing. More importantly, it's bound to help any CX leader out there. Marlanges collaborates with stakeholders and leads a team with the clear purpose of solving customer problems and helping them achieve their goals. More importantly, she runs programs that get employees to think of customers as the organization's central focus. Currently, she is working as the Director of Customer Experience at Prime Therapeutics. Learn more about your ad choices. Visit megaphone.fm/adchoices

Recently, there have been so many changes with the rapidly evolving technology and the pandemic, but something hasn't been included – the frontline workers. This always leads to problems as your frontline workers are the ones customers contact, and if they are not in the loop, you'll only create a bad customer experience. It's crucial now more than ever to keep your employees in the loop not only for the customers but also for the workers' morale. You can only create more problems for the entire company if you don't, which is why Jeannie and Adam will discuss how to solve this widespread issue. Learn more about your ad choices. Visit megaphone.fm/adchoices

Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to success. He has a lot of advice to give you on achieving this goal, how the pandemic has influenced a greater need for change, and so much more. You’ll see that all of this is possible, no matter the type of company you’re in. Learn more about your ad choices. Visit megaphone.fm/adchoices

Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially since so few brands are successful at being both memorable and frictionless at the same time. The research shows that at a certain point, you'll have to choose whether to be increasingly frictionless or increasingly memorable. You need to understand when these two go together and when they have to split. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 in the customer experience segment. Greg Lisiewski from PayPal has a lot of useful advice he can give you on why payments matter, what PayPal is doing to improve this segment, and so much more. If you want to make this as simple and unobtrusive for the customer and subsequently increase conversions, then this episode has the insights you are hoping to get. Learn more about your ad choices. Visit megaphone.fm/adchoices

Sometimes, customers can't reach a location, or they don't find the physical store attractive enough. Unfortunately, these problems that businesses face have reached new levels during the pandemic, so companies need to rethink their physical stores to attract their customers and improve their experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this special sponsored episode, we’re talking with Noa Danon, Co-Founder and CEO at EverAfter.ai. Thank you to EverAfter for sponsoring this episode. We’ve talked a lot about Artificial Intelligence (AI) on this podcast. But often we’re talking about it in a consumer-facing context. Our conversation with Noa Danon explores concepts that apply beyond the typical Business-to-Consumer (B2C) relationship. What's really interesting is how EverAfter uses the data they have to strengthen the relationship with Business-to-Business (B2B) customers, which can be really challenging. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 easy to forget how fundamental trust is to any relationship, including economic relationships. When we talk about the whole customer experience journey, we need trust to move forward with all elements of the customer experience. This is such an interesting topic to unpack. Learn more about your ad choices. Visit megaphone.fm/adchoices

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 tolerant than they were before the pandemic? Learn more about your ad choices. Visit megaphone.fm/adchoices