Crack The Customer Code

  In this episode…     Stalking the Customer Interview with Joni Williams Customer Hero, Customer Zero: A Tale of Office Space     Stalking the Customer   Adam shares that he has an entire chapter in his upcoming book Be Your Customer’s Hero based on the idea of being a ‘helicopter rep’.     Listen in to hear some of the tips Adam and Jeannie share to avoid stalking the customer.     Discussion begins at 1:23.     Interview with Joni Williams     Joni is President of Kelly Scott Madison/ KSM and KSM South in Texas.  Joni shares with us where she sees media going and how that fits into customer experience.     Listen in to hear what Joni has to share about over-promising and under-delivering.     Interview begins at 4:24.     Customer Hero, Customer Zero: A Tale of Office Space   Jeannie shares with us a customer zero she’s experienced.     Jeannie says, “It’s a great example of how if you don’t think about the entire experience, you could really miss out on really impor

In this episode…     Communicating internally and its effect on customers Interview with Stan Phelps The audience experience       Communicating Internally and its Effect on Customers   Jeannie discusses how an experience with a company she worked with made her realize that the way an organization communicates internally can affect the way an organization communicates externally to customers.     Listen in to hear Jeannie share three ways that will help people understand how they are communicating.     Discussion begins at 2:28.       Interview with Stan Phelps     Founder of 9 Inch and author of three books on customer service and employee engagement.     Stan shares the inspiration for the goldfish theme and the meaning behind the three different colors of the goldfish, which his books are titled after.     Hear Stan discuss the idea of lagniappe and ways you can provide your customers little extras.     Interview begins at 6:41.       Customer Hero, Customer Zero:

In this episode…     Mobile customer experience and how businesses are succeeding or failing with it Interview with Tabitha Dunn, Customer Experience leader at Citrix and Concur Discussion about Sephora’s mobile integration       Mobile Customer Experience and How Businesses Are Succeeding or Failing with it   Jeannie shares examples of organizations and industries that need to jump on the mobile bandwagon. She says customers are looking for something very specific when we are using our mobile phone to access websites.     Listen in to hear how Jeannie and Adam think organizations can improve the mobile customer experience.     Discussion begins at 1:53.         Interview with Tabitha Dunn     Tabitha shares how she’s been able to build a customer experience organization within a large organization when there was not a lot of buy-in, as well as the challenges of  adopting customer experience best practices.     Listen in to hear one piece of advice she would give to someone wh

In this episode… Wearables and the future of customer experience Interview with Gini Dietrich What to do when your CEO does not believe in customer experience   Wearables and the Future of Customer Experience Adam and Jeannie share what wearables they are currently using—or not using, the future of Wearables, and how they will affect our experiences as customers. Jeannie and Adam agree that the future of customer experience includes these gadgets! Discussion begins at 1:27.   Interview: Gini Dietrich Founder and CEO of Arment Dietrich, lead blogger at Spins Sucks and author of Spin Sucks the book. Gini discusses the future of PR and customer experience and how they blend. She says now the focus for PR is about making customers loyal through customer experience. Listen in to hear about Gini’s barista boyfriend (don’t worry, her husband is totally okay with it.) Interview begins at 5:38.   Customer Hero, Customer Zero:  When Your CEO Does Not Believe in Customer Experience Jeannie shares her thoughts on

In this episode… We discuss why Borders Bookstore failed and why others can learn from it Interview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational Healthcare customer service   Why Borders Bookstore Failed Jeannie and Adam talk about why Borders Bookstore failed and how other businesses can learn from its mistakes. Jeannie says the biggest mistake Borders made was that they were not keeping up with the times. When the e-book began to take hold, Borders thought its customers would remain loyal. Jeannie makes a point that customers are loyal—until they aren’t. Adam explores a different angle. Listen in to hear why Adam thinks Borders should have actually made part of its customer experience more difficult. Discussion begins at 1:06.   Interview: Bill Cusick Vice President of Customer Service at Zurich, North America. In their interview with Bill, Adam shares how Bill’s book, All Customers Are Irrational, played a part in Adam’s upcoming book on frontline customer service. I

In this episode… Dealing with crazy customers Interview with Mari Luangrath, owner of Foiled Cupcakes How Southwest Airlines is listening to customers   Crazy Customers Adam and Jeannie talk about crazy customers and how to work with them. Adam says one of the things you need to look out for is making it worse. Don’t say the wrong thing, listen to what is really bothering the customer, figure out what really matters, and then depersonalize. Listen in to hear why Jeannie thinks customers are crazy to begin with and the rest of Adam’s tips for handling these customers. Discussion begins at 2:09.   Interview: Mari Luangrath Mari shares with us how she started her cupcake business with no storefront and built it solely using social media – a strategy which continues to this day! Mari tells how she uses social media as a competitive advantage and finds her target market using social media. Listen in to hear exactly how Mari does this and how you can order some of her delicious cupcakes!  Interview begins at 7:0

In this episode… An interview with Graeme Newell, expert in emotional marketing and President of 602 Communications. Can you have great customer service but still have a bad customer experience? And what about the opposite? Interview: Graeme Newell Graeme is an expert in emotional marketing. Graeme looks at the best advertisements being done all over the world and indexes those ads by emotional drivers that move people to love brands. In the interview, he shares some samples from his extensive library of advertising clips and analyzes how and why they work. Listen in to hear the samples Graeme shared with us and to see if you can pick out the emotions the advertisement is trying to stir inside of you. And hear why Jeannie LOVES Sephora and Adam and Graeme were gloating about Black Friday! Interview begins at 1:24.   Customer Hero, Customer Zero Adam and Jeannie discuss a very important question organizations should be asking themselves: Can you have a great customer experience if you don’t have a great custo

In this episode… Why customers are so frustrated An interview with Jackie Huba, author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics Customer Zero – Can you tell someone customer service is easy while giving bad customer service?   Why Are Customers so Frustrated? The Apple Store lady, as the media labeled her, is a lady that was extremely upset, slamming her hand on her baby stroller because her expectations were not met when arriving to the Apple store. In the video you can hear her shout, “I was told by Apple Care that I could walk in the store and get my part.” Jeannie and Adam weigh in on why she embodies how we all feel.  Jeannie shares that in any customer forum we see the same thing over and over “you promised” and a lot of what we as people want is to feel heard when the promise is not delivered. Discussion begins at 03:42.   Interview: Jackie Huba Jackie shares with us that she was inspired to write Monster Loyalty first because of Lady Gaga’s music. But after looking past her m

In this episode… Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with her. (Not exactly a spoiler – you already knew that!) What makes this podcast different? Adam and Jeannie bring unique lenses to the idea of customer service and customer experience. The blend of Adam’s real-world focus and Jeannie’s big picture view will prove a potent combination for listeners. Jeannie and Adam decide that the podcast will… Provide actionable content. Be fun! No 19 point checklists. Include interviews with innovative leaders of all kinds Be short, usually 20-25 minutes in length. Who has time anymore? People, Places, and Things from the Podcast: Customers That Stick Blog: Adam’s customer experience blog 360 Connext: Jeannie’s customer experience blog. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices