Crack the Customer Code

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.

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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!

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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.

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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! 

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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?

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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.

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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.

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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.

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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.

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