Crack the Customer Code

If there’s one thing EVERY business needs, it’s customers! Yet, business leaders often struggle with just how to deliver the exceptional customer experiences that help create loyal, raving fans that grow the bottom line! Combined, Adam and Jeannie have been focused on the secret sauce behind great customer experiences for more than 20+ years, and through their Crack the Customer Code Podcast here on C-Suite Radio, they are sharing what they’ve learned and having fun doing it!

But Crack the Customer Code is not just about Adam and Jeannie’s insights; it’s also about learning from business leaders across the spectrum who are creating best-in-class customer experience organizations. Join us as we hear from the Fortune 500 executives, C-Suite leaders, top-shelf experts and innovative entrepreneurs who are changing the face of customer experience today!

Browse Episodes

369: Jeff Gothelf, Thinking About Design

Jeff explains the differences between Human Centered Design and...

368: When Customer Service Is a Scam

In this episode, Adam and Jeannie share their experiences...

367: Lee Smith, Putting Fuel Behind Your Sales

Lee Smith stresses the importance putting sales first on...

366: Can People Connect to Avatars?

In this episode, Jeannie and Adam discuss how when...

365: Lisa Ryan, Having An Attitude For Gratitude

Today we focus on gratitude with special guest, Award...

364: Culture Lessons From The Podcast

Listen as Jeannie shares some highlights from business owners...

363: Technology Lessons from the Podcast

On this episode of Crack The Customer Code, we’re...

362: Bourbon Cast #2

One of the comments that Adam and Jeannie receive...

361: Ryan Minton, Thanks For Coming In Today

This episode is all about showing up. We dive...

360: The Airport Customer Experience

Who owns what in an experience like travelling? The...

359: Steve Woodruff, What Makes You Distinct?

Clarity is more important than we think. It’s an...

358: Customer Service Blueprinting: Jeannie’s New Course

Jeannie and Adam discuss how to use Customer Service...

357: Thomas Hollmann, Customer Experience Education

Jeannie and Adam welcome Dr. Thomas Hollmann of Arizona...

356: Will Chatbots Be Everywhere?

Adam and Jeannie discuss the rapid evolution of chatbots...

355: Lisa Ford, Customer Service Excellence

Adam and Jeannie welcome renowned speaker and customer service...

354: Are you neglecting key moments in the customer journey?

Jeannie Walters CCXP explains how to find and leverage...

353: Scott McKain, Make Your Organization Iconic

In this powerful interview for forward-thinking C-Suite executives, bestselling...

352: Keeping Knowledge When Superstars Leave

Adam and Jeannie discuss how to prevent valuable knowledge...

351: Mark Sanborn, Extraordinary Leadership

When your C-Suite needs to connect the dots between...

350: New Year’s Resolutions

Adam and Jeannie kick off 2019 with some of...

349: Mark Colgate, The Science of Service

Help your C-Suite uncover the science behind consistently great...

348: Predictions for 2019

Jeannie and Adam dust off the crystal ball and...

347: Jay Baer, Talk Triggers

Jay Baer enlightens us with his powerful and proven...

346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience

Jeannie and Adam riff not only on the current...

345: Understanding the Peak-End Rule

Adam Toporek explains how the Peak-End Rule can make...

344: Shaun Belding, The Journey to Wow

Your C-Suite has amazing potential to create and deliver...

327: Jeff Toister, Service Culture

Great service starts with a C-Suite focused on creating...

323: Neen James, Attention Pays

Globally renowned speaker Neen James knows exactly how your...

321: Jesse Cole, Revolutionizing the Ballpark Experience

Creating a standout experience means building strong and unique...

319: Jeanne Bliss, Is Your CX Mom-Worthy?

Wouldn’t it be great to know everything you do...

317: Anne Barh Thompson, Do Good

Few C-Suite executives understand the concepts of social responsibility...

315: Joey Coleman, Never Lose a Customer

Award winning speaker and author Joey Coleman joins the...

312: John Garrett, The Personal Side of Business

Being a C-Suite executive doesn’t mean “getting serious” to...

Jacob Morgan, The Future of Work

Futurist, Keynote Speaker, & Best-Selling Author Jacob Morgan shares amazing...

Eric Porres, Personalized Video Experience

When personal data is rolled into video, it drives...

Arnie Malham, Innovating Culture

Without actively creating a culture that benefits everyone, what...

302: Tom Karinshak, Comcast Customer Service

With an enlightened C-Suite ready to face the hard...

298: Michel Falcon, Incredible Experience Tips

If you want to deliver outstanding experiences, then your...

310: Clint Schaff, The L.A. Times Experience

The digital age is an amazing time for journalism,...

Jeffrey Shaw, The Lingo of Customers

Author and podcaster Jeffrey Shaw, known as “the LINGO...

Katy Lynch, The Codeverse Experience

Katy Lynch is the Co-founder and CMO at Codeverse, the...

Mark Podolsky, Happy Customers Guaranteed

Known as the authority on buying and selling undeveloped...

Ian Golding, Operationalizing Customer Experience

Ian Golding is a phenomenal customer experience professional with...

Amy Climer, Fostering Creativity

Creativity is a necessary trait not only for designers,...

Anthony Iannarino, Commitments Are for Closers

Automation is great, but it makes creating lasting relationships...

Nick Francis, HelpScout Customer Service

Many C-Suite executives are shooting themselves in the foot...

Julie Ann Sullivan, Employee Attitudes

Jeannie and Adam interview podcaster, employee attitudes expert, and...

Pat Iyer, Legal Nurse Podcast

Jeannie and Adam interview author, podcaster, and C-Suite Advisor...

Rocky Romanella, Tighten the Lug Nuts

Rocky Romanella, literally wrote the book on achieving balanced...

Vicky Smitley, Business Plans and CX

In this special edition recorded at the C-Suite Network...

Alison Herzog, Dell Customer Experience

Alison Herzog heads global social business strategy at Dell....

Chase Clemons, Basecamp’s Customer Service Ethic

If there’s one thing C-Suite leaders can always embrace,...

Matt Dixon, Kick-Ass Customer Service

It seems so simple: Reduce customer effort, then you’ll...

Jason Forrest, The Power of Customer Certainty

In this special edition live from C-Suite Network conference,...

Peter Friedman, Customer Service Messaging Apps

Is your C-Suite investing in tools to help create...

Show Your Customers the Love

Attention C-Suite! Show your customers some love. If you’re...

Jacqueline Jasionoswski, Improving Customer Experience

An interview specifically geared for the C-Suite with Jacqueline...

When Customers Cross the Line

Adam shares some of the best ways the C-Suite...

Understanding Your Competitor’s Customer Experience

Have you evaluated your competitor’s customer experience? Customers are...

Social Media with Colleagues

Hey C-Suite. We have a question. Should you be...

Warming Up Cold Calls

Cold calls: Must they be so cold!? Adam and...

Online Reviews More Important Than Ever

Adam and Jeannie have been researching online reviews, and...

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Cast Bio

Adam Toporek

Co-Host

Website: http://crackthecustomercode.com

Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader who helps organizations transform their customer experiences through effective training and insights. A third generation entrepreneur with extensive experience in retail, wholesale, small business and franchising, Adam understands the impact that customer experience can have on the bottom line. As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and co-host of the Crack the Customer code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media outlets and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation.

Jeannie Walters

Co-Host

Website: http://crackthecustomercode.com

Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador and a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker. Jeannie writes, speaks, studies and trains on customer experience issues around the world. She’s worked with Verizon, Allstate, Bath and Body Works, Orangetheory Fitness, Activision, Citrix and many others. Her mission is “To Create Fewer Ruined Days for Customers.”

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