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Crack the Customer Code

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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. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.

C-Suite Radio™ Podcast

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. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.

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Episodes

Dec 20, 2022

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 all things in business, ongoing training is always beneficial. For customer experience (CX) training, this…
Dec 13, 2022

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. The key to this answer is leadership buy-in. As a Customer Experience Leader, we know that investing…
Dec 12, 2022

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 you are as excited to be here as Jeannie is! With over 20 years investigating the best…
Nov 29, 2022

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, but this is also the season's finale and another bourbon summit. Unfortunately, this is also…
Nov 22, 2022

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) on what they, their guests, and Forrester's predicted for customer experience trends in 2022.…
Nov 15, 2022

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, Jeannie, and Adam will delve deep into this, and they'll touch upon how values are not just words…
Nov 8, 2022

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 the history of Crack the Customer Code and CX in general.…
Nov 1, 2022

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 customer service. Today, he guides organizations that want to build and grow a customer-focused culture.
Oct 25, 2022

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 mistakes, especially the more common ones. To help you with that, Jeannie and Adam have decided to dedicate…
Oct 18, 2022

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 with our guest, Jen Bailin. She is the Chief Revenue Officer at SAP Customer…
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