Crack the Customer Code

Crack the Customer Code is back! Jeannie and Adam are back with us again after a long pause since October 2020. However, they weren’t idle, and they bring with them a lot of changes and improvements to the show you’re bound to love!

“We are moving to a seasonal model. We’ll try being on and off for a while, and this is the beginning of a new season.“

The show is all about helping leaders be better, offer better customer service, and grow together with their customers. The new and improved Crack the Customer Code should help you with all of that, especially with anything new in the world that can affect you.

In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize.

In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. 

Get the free report from our sponsor Alida just for our listeners here: https://www.alida.com/ctcc

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It’s time for another one of Adam and Jeannie’s famous bourbon summits! What’s more, this will also be a very special episode. That’s because a significant change is coming for Crack The Customer Code, and this episode will tell you all you need to know before they hit the ground running.

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James is here to talk about proactive experience recovery and how being proactive in CX matters more than merely fixing the issues your customers have. The results you can provide for your customers by being proactive are astonishing, and James is here to tell us how that can work, and what the exact ROI on this unique form of problem-solving can be.

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Very few of us went to kindergarten, saying, “I want to be a CX professional!” That’s why it’s fascinating to delve into how some of us went into this business. Clare Muscutt has one of those stories you’ll want to know about for its sheer distinctiveness. She is recognized as one of the most prominent and valued millennial voices in CX. She is an international consultant, keynote speaker, and soon to be the author of the book ‘How to be Awesome at CX’’.

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In this episode, you’ll learn how to improve your focus. There are plenty of things that can help you as much as they have helped others, even though you might think they can’t. The key is to try and stay persistent for a while, and you could see the benefits very soon!

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Your career should be more than the good old I’m-doing-the-work. It should be about forming real relationships and showing another side of you that’s different from the professional side. In this episode, we’ll talk a lot about trust, relationships, human connections, etc. They matter more in the realm of business than many care to admit.

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The fact is that there is a lot less business in the retail sector as of late due to the whole global pandemic situation, but there are a lot more viral stories about retail. Many of these stories are negative, but we’re not going to delve too deep into that. So, we talk about how leaders can support their retail employees in this angry world.

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Why should we do self-service, how can you do it, and how can you incorporate it into customer experience? These are the things we’ll discuss and crack open today, but we’ll also cover compliance, as it’s not something any of us can afford to ignore.

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