Crack the Customer Code

By Adam and JeannieBusiness

Crack the Customer Code episodes

May 14, 2015 Episode 026: Uber and Chicago Cabbie
Uber Disrupts and Chicago Cabbie

Uber and Lyft disrupt a long-standing and regulated industry

How Rashid Temuri, aka @chicagocabbie, has earned loyalty through providing exceptionally great service!

Rashid, Adam and Jeannie discuss big questions around safety, regulation and experience

How Did Uber and Lyft Disrupt the Long-Standing Taxi Industry?

Adam and Jeannie discuss how services like Uber have completely disrupted an entire industry. They argue how the customer service bar was too low (and still is) for the regulated services. Customers were willing to switch because the experience offered was so much better.

But is there room for both? And is perception what creates the customer experience or does customer experience drive perception?

Discussion begins at 1:50.

Rashid Temuri, aka Chicago Cabbie, the social media driver

Buckle up for a great discussion…Rashid Temuri created a loyal customer base by getting to know them (and letting them get to know him) through social media. His unique approach to customer service earned his Twitter stream a story on CNN!

Rashid, Jeannie and Adam discuss the tension between the regulated taxi industry and the unregulated services like Uber.

Is there a way these alternative transportation services can co-exist? And what does the disrupter mean to the cab drivers?

Discussion begins at 7:31.

Customer Hero, Customer Zero
We will be back next week in the interest of your time!

People, Places, and Things of the Podcast:

Sponsor: 360Connext– Jeannie recently updated her popular TEDx talk on Microinteractions and is ready to keynote for your conference or organization! Find out more at www.360Connext.com

How to Sponsor

www.crackthecustomercode.com/sponsor

Guest Speaker / People

Rashid Temuri is known as @ChicagoCabbie. He has been driving professionally for over 20 years and started his social media cabbie career 4 years ago. Thank to social media, mainly Twitter, Rashid has his own car service now. Connect with Rashid on Twitter | About.Me

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
29 min
May 07, 2015Episode 025: Customer Journey Maps, Justin Zacks, and Amazon 2-Hour Delivery
Customer journey maps
How Citrix’s Justin Zacks uses design thinking in customer experience
How Amazon Prime Now is changing the game (again)

Customer Journey Mapping Pros and Cons

Jeannie lays out what customer journey mapping is, and Adam and Jeannie discuss the ways this important tool can be used to better understand your customers.

Asking what the customer goes through today in reality versus the ideal journey you’d like them to have can be enlightening! But creating a beautiful and compelling visual representation of a customer journey map is sometimes not enough to lead to real action.

Discussion begins at 1:57.

Justin Zacks, Customer Experience Design Team Leader at Citrix
Justin discusses how design thinking and other user-centered design processes can lead to better customer experiences.

Justin & Jeannie discuss how empathy can help you understand your customers and their actual problems. Justin shares how design thinking is now integrated into new hire trainings and employee training programs. How do you drive and enact real business results from outside-in thinking?

Find out how competitive journey mapping created really positive results for Citrix, but also quite an awkward moment with a competitor!

Discussion begins at 8:00.

Customer Hero, Customer Zero: Amazon Prime Now offers delivery in as little as two hours!

How can they do this? Adam brings up the laws of physics!

Hint: It’s not drones…yet. But it’s shaking up the marketplace again.

Discussion begins at 19:26.

People, Places, and Things from the Podcast:

Sponsor:

13th Annual SCORE Conference:

The Industry Forum on CEM Best Practices in Creating Customer Loyalty and Retention Strategies. If you are a CEM professional, you need to attend the SCORE Conference, the 13th customer service industry annual event taking place on May 20-22, 2015 at the Seaport Hotel in Boston. For more information, check out www.omegascoreboard.com

Be Your Customer’s Hero– Adam’s new book, Be Your Customer’s Hero, Real-World Tips and Techniques for the Service Frontlines, is available now! This is a one-stop training guide for anyone who works with customers.

How to Sponsor

www.crackthecustomercode.com/sponsor

Guest Speaker / People
Justin Zacks is a serial intra-preneur and customer experience expert. He builds successful teams, programs, and products that help people work better and live better. He is passionate about user-centered design techniques like design thinking, journey mapping and lean. He currently leads a customer experience design team at Citrix, based out of a virtual office in beautiful Boulder, CO. TwitterLinkedIn
Customer Journey Maps 101
What IS a Customer Touchpoint?
How Micromapping Can Save Your Business
Citrix
Amazon Prime Now

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
28 min
April 29, 2015 Episode 024: Be Your Customer’s Hero – The Interview
Today, we have a special episode. Adam’s new book Be Your Customer’s Hero launched this week, and Jeannie turns the table on Adam and places him in the interview hot seat for the entire episode!
Be Your Customer's Hero Interview
Here are some of the highlights from the interview:
Why did Adam write Be Your Customer’s Hero? Adam shares a story about watching an employee mistreat a customer and how his passion to change that eventually grew into the book.
Why mindset is so fundamental to customer service, why ex-Disney employees have a leg up interviewing with him, and how even good people can deliver bad service when they haven’t been given a customer-centric mindset.
Why the right customer service language must be coupled with a genuine effort to serve.
Why astronauts have competence and confidence and how frontline employees can get it, too.
How to handle challenging customers, emotional reactions in difficult service situations, and why picturing your customer running down the street being chased by a bat can be effective.
What is “Smart Empowerment,” why it’s important, and how Adam empowered his employees and changed his service delivery significantly.
What it means to be your customer’s hero and how it’s not about creating viral-worthy experiences.
Interview begins at 1:15.
Bonus Section
Also, as a special bonus, Adam shares the results from CTS Service Solutions’ recent survey of 425 retail workers and some of the crazy answers to the question, “what is the meanest thing a customer’s ever said to you?”
Also, find out what Patrick Swayze has to do with customer service.
Bonus begins at 14:33.
OUR SPONSORS
13th Annual SCORE Conference:
The Industry Forum on CEM Best Practices in Creating Customer Loyalty and Retention Strategies. If you are a CEM professional, you need to attend the SCORE Conference, the 13th customer service industry annual event taking place on May 20-22, 2015 at the Seaport Hotel in Boston. For more information, check out www.omegascoreboard.com
CXWebinar.com
Each month Jeannie explores a new concept like creating a customer experience mission or journey mapping. Go to http://cxwebinar.com. Also, interested in having Jeannie speak at your organization? Go to http://360connext.com/speaking/.

How to Sponsor
www.crackthecustomercode.com/sponsor

People, Places, and Things from the Podcast:
Adam Toporek is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That StickTM blog and co-host of the Crack the Customer Code podcast. He is the owner of CTS Service Solutions, a consultancy specializing in high-energy customer service workshops that teach organizations and frontline teams how to deliver Hero-ClassTM customer service. Adam has an MBA from UNC Charlotte and a Certificate in Customer Experience from the Center for Services Leadership at Arizona State University. Connect with him on Twitter | LinkedIn | YouTube.
Be Your Customer’s Hero Book Trailer
How Do You Handle Angry Customers? Patrick Swayze Style!

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
22 min
April 23, 2015Episode 023: Creating Community, Mark Schaefer, and Keurig K-Cups
Does every organization need a community?
How Mark Schaefer, marketing expert, handles the influx of content today
Customer Zero: Keurig tries to mandate customer loyalty

Does every organization need a community?

It seems the term “community” is tossed around a bit as a necessary part of building a business. But does every type of business require a customer community?

Adam & Jeannie discuss the merits of building a community for the blogger, the local coffee shop and the auto parts distributor. Or is customer service enough? Listen in to hear if they come up with an answer to this challenging question!

Discussion begins at 1:17.

Mark Schaefer, Marketing Expert, Author and Speaker

Mark discusses the idea of “content shock,” and how more content available actually makes it more difficult to communicate with customers. (The amount of information on the web is expected to increase 500%!)

Hear more about Mark’s perspective on the power of “content that moves” and his new book, The Content Code. It’s a lively conversation about the challenges of marketing today, social transmission and how Twitter brought Mark & Jeannie together back in the day!

Discussion begins at 5:34.

Customer Hero, Customer Zero: Keurig

Keurig is a Customer Zero for attempting to force loyalty with machines that only worked with their branded coffee pods, K-Cups.

Customers started posting video tutorials on how to hack the system almost immediately!

Discussion begins at 20:36.

People, Places, and Things from the Podcast:

Sponsor: Be Your Customer’s Hero– Adam’s new book walks through customer service beginning to end, including how to deal with difficult customers. Order today!

How to Sponsor

www.crackthecustomercode.com/sponsor

People, Places, and Things of the Podcast:
Mark W. Schaefer is a globally-recognized author, speaker, educator, and business consultant who blogs at {grow} – one of the top marketing blogs of the world. He teaches graduate marketing classes at Rutgers University and has written four best-selling books including The Tao of Twitter (the best-selling book on Twitter in the world) and Return On Influence, which was named one of the top business titles of the year by the American Library Association. His clients include Dell, Adidas, and the US Air Force. His most recent book, The Content Code, is available now! Twitter | Facebook | Google+ | LinkedIn
Keurig Coffee Brewers & K-Cups

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
28 min
April 16, 2015 Episode 022: Falling CX Scores, TripIt’s Amy Jackson, and Interactive Van Gogh
A rockin’ episode about financial services and a live interview from SXSW Interactive…
Financial services may have a few things to improve in their digital experiences
How TripIt’s Amy Jackson listens to customers
Updated Van Gogh exhibit helps patrons feel closer than ever to the artwork
Customer Experience Rates Drop Worldwide
Thanks to the 8th Annual World Insurance Report from CapGemini, we learned how the service experience is declining worldwide. Specifically, the digital and mobile experiences in financial services are simply not keeping up with customer expectations around these channels. Listen in to hear about how the in-person channel is also failing omnichannel expectations.
Discussion begins at 1:44.
Interview with Amy Jackson of TripIt
Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing, TripIt from Concur (interview from the TripIt Lounge at South By Southwest Interactive!)
Amy discusses how listening to customers who use their product on an almost daily basis helps TripIt improve their product using the most important insights.
Amy and Jeannie also hypothesize about what’s next for the travel experience. (It’s all about making it easier for the traveler!)
Find out how the philosophy of “traveler first” also helped develop permission requirements and a new partnership between TripIt and the Auckland airport could lead to more ease for the traveler.
Discussion begins at 5:51.
Customer Hero, Customer Zero
Interactive art exhibit Van Gogh Alive! shows off Vincent van Gogh’s artwork in ways that are new and breaking attendance records!
Discussion begins at 16:25.
People, Places, and Things from the Podcast:
Sponsor:
360Connext– Micromapping is a way to investigate one part of your customer journey (like mobile and digital) to improve your customer’s experience immediately. Find out more and how it can fit into your customer journey.
How to Sponsor
www.crackthecustomercode.com/sponsor
Guest Speaker / People
World Insurance Report
Farmers Insurance commercials
Amy Jackson is the senior director of brand strategy and consumer marketing for Concur's TripIt and ExpenseIt products. Amy is also a frequent traveler and a reward point geek. She’s especially passionate about mobile apps that make life easier, 5-star hotels and local cuisine.TwitterLinkedIn
Save The Bros from Organic Valley
Van Gogh Alive!
Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
24 min
April 09, 2015Episode 021: PR Customer Experience, Shonali Burke, and The Walking Dead
How PR & Marketing set up the customer experience
What Shonali Burke, PR maven, has to say about the intersection of PR and experience
Customer Hero: AMC creates a rich and interactive experience for The Walking Dead viewers and fans

How Public Relations and Marketing Set Up the Customer Experience

The messages created about products, services and brands set expectations for customers. This can go both ways in helping brands over-deliver or under-deliver on the experience.

Adam & Jeannie discuss the high-brow movies of Die Hard and Snakes On A Plane as illustrations of setting expectations.

Discussion begins at 1:58.

Shonali Burke, President & CEO of Shonali Burke Consulting

Shonali discusses what to do when a terrible customer service story results in horrible PR. She covers why we’re all reporters now, how fast everything moves and why saying sorry is vital to recovery.

Find out about Shonali’s approach to social PR to build a team of champions who are engaged and motivated to share your brand through word-of-mouth. And what do you think about modern day publicity stunts? Shonali has some great opinions about how these can be done well (or not.)

It doesn’t hurt that Shonali has a lovely accent!

Discussion begins at 5:39.

Customer Hero, Customer Zero: AMC’s multi-screen approach to their show The Walking Dead is a Customer Hero!

AMC is producing an interactive experience with every episode. With their Story app, a show after the show to discuss the show, and including fans throughout the journey! Using lots of interactivity, AMC is creating a very rich experience for viewers AND this serves their goals, too.

Discussion begins at 20:24.

People, Places, and Things of the Podcast

Sponsor: Be Your Customer’s Hero– Adam’s new book walks through customer service beginning to end, including how to deal with difficult customers. Order today!

How to Sponsor

www.crackthecustomercode.com/sponsor
Shonali Burke was named to PRWeek’s inaugural top “40 Under 40′′ list of US-based PR professionals, considered one of 25 women that rock social media, and is the 2015 recipient of AWC-DC’s Matrix Award. As President & CEO, Shonali Burke Consulting, Inc., she uses measurable social PR to take your business communications from corporate codswallop to community coolTM. Shonali teaches at The Johns Hopkins and Rutgers universities, publishes the popular PR and digital media blog, Waxing UnLyrical, and is founder and curator of the #measurePR hashtag and Twitter chat. A foodie who loves shoes, she defies you to dislike Elvis, ABBA or cricket. Twitter | Facebook | Google+ | Waxing Unlyrical Blog
Lawyerist This blog covers many legal topics, including legal issues around social media
Customer complaint data Jeannie referred to
Why Public Relations Should Remember Customer Expectations – Adam’s guest post on Shonali’s blog
TD Bank Gift ATM
WestJet buys passengers presents
The Walking Dead Story app
Nerdist
Scandal

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
28 min
April 02, 2015 Episode 020: Social Selling, Tom Martin, and Tinder
In this episode you will hear:
How social selling doesn’t work for Generation Z
How Tom Martin, author of The Invisible Sale, encourages seducing instead of selling on social
How a dating app based on snap judgments is a Customer Zero, but not for the reasons you might think
Social Selling for Generation Z
Jeannie schools Adam on Generation Z, which doesn’t stand for zombies! This group rejects advertising and traditional marketing like no other generation. Smart brands are connecting in creative ways.
Listen in on how brands like Disney and Marriott are tapping into this market by empowering their peers with very few rules!
Discussion begins at 1:13.
Tom Martin, Author of The Invisible Sale
Tom addresses social selling and how most brands aren’t getting it right! With illustrations like Dilbert cartoons and Whack-A-Mole, Tom discusses seducing instead of selling. If you want to know about social selling, Tom’s got the answers.
(And hear why Jeannie starts the conversation with a very sincere thank you for Tom’s book!)
Find out why you need to pack your patience for both long car trips and social selling.
Discussion begins at 6:51.
Customer Hero, Customer Zero
Tinder the dating app is a Customer Zero, but not for the reasons you might assume! They rolled out a premium model called Tinder Plus with more features, but their pricing strategy is driving Jeannie to call them out! They are charging for the same features but charging more for people 30 or older.
Listen in to hear Adam ask if this is discretionary or discriminatory.
Discussion begins at 19:58.
People, Places, and Things from the Podcast
CX Webinar Join Jeannie & 360Connext in these free, monthly webinars about all sorts of customer experience topics like social customer care, customer experience missions, and more. Sign up at www.cxwebinar.com or www.360Connext.com
How to Sponsor
www.crackthecustomercode.com/sponsor
Guests and Links
Tom Martin is a no nonsense, straight-talking 20-year vet of the ad business who favors stiff drinks and good debates. Tom Martin is a founder of Converse Digital, and author of The Invisible Sale | Twitter |LinkedIn
Tinder is the dating app based on swiping right or left based on snap judgments.
Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
28 min
March 26, 2015Episode 019: Writing for Machines, Andy Crestodina, and Personalized Robots
In this episode you will hear:
How writing for Google instead of your customers can start the relationship off on the wrong foot
How Andy Crestodina, co-founder of Orbit Media, creates content designed to deliver what customers want
How robots might be used to actually make the customer experience more personal

Writing for Google

Adam and Jeannie discuss how the practice known as “keyword stuffing” and other nefarious SEO tactics is really rotten for customers.

Listen in to hear how the best brands write in a human way to provide the right information customers are seeking.

Discussion begins at 1:50.

Andy Crestodina, Co-Founder of Orbit Media

Andy discusses strategies for content marketing, and the pros and cons of using content as a long-term strategy. Andy also shares how to measure real business results from digital marketing, including social media and targeted search terms.

And Jeannie makes a somewhat indecent proposal on behalf of her blog.

Find out why empathy is the greatest marketing skills.

Discussion begins at 4:45.

Customer Hero, Customer Zero: Handwriting robots!

That’s right, robots are taking over. For good or evil? Listen in to decide if organizations can leverage this technology from Bond to personalize the experience or if it’s too much technology to be human.

Discussion begins at 15:41.

People, Places, and Things from the Podcast:

Sponsor:
http://www.beyourcustomershero.com– Adam’s new book walks through customer service beginning to end, including how to deal with difficult customers. Order today!

How to Sponsor

www.crackthecustomercode.com/sponsor

Guest Speaker / Links

Andy Crestodina is a co-founder of Orbit Media, an award winning, 35-person web design company here in Chicago. Andy has written hundreds of articles on topics like email marketing, search optimization, social media, analytics and content strategy. He is also the author of Content Chemistry. TwitterLinkedIn

Bond is technology for thoughtful companies.

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
23 min
March 23, 2015 Special Episode: Next Generation Customer Experience Conference
Listen to Jeannie and Adam discuss Jeannie's trip to the NextGen Customer Experience conference and takeaways from last year's conference.

Learn more about your ad choices. Visit megaphone.fm/adchoices
4 min
March 19, 2015Episode 18: Brand Personas, Rod Brooks, and Small Moments
In this podcast you will learn –

-        How to personify your brand

-        Rod Brooks of PEMCO Insurance

-        How to create moments of delight around your product

Create Customer Personas

When Jeannie visited the PEMCO office, she was blown away by how they have created quirky profiles around their customers such that they can relate to them better.

Listen in to know more about creating personas around your customers.

Discussion begins at 2:00

Rod Brooks of PEMCO Insurance

Rod shares his story of how customer research helped PEMCO understand its neighbors and key insights on how to serve them better.

Find out more about how they created a mass campaign by creating moments of joy for their customers which resulted in 25,000 photo uploads and live engagements with 43,000 people.

Rod tells us how they create memorable moments for any visitor that came to their office.

They wanted people to have an interaction with these touch points by staying true to their quirky persona.

Listen in as Rod tells us how we can do innovative work to build a customer centric company.

Discussion begins at 4:50.

Customer Hero Customer Zero: Small Moments

Have you wondered how small businesses can create big moments for their customers?

Listen in to hear Jeannie talk more about “Pad & Quill”, which uniquely packages their product to create delight moments for their customers.

Discussion begins at 19:15.

People, Places and Things from the Podcast

Sponsors

www.360connext.com – They help leaders improve their customer brand experiences by evaluating what the true experience is and suggesting steps to improve it.

How to Sponsor

www.crackthecustomercode.com/sponsor

Guest Speaker / People
Rod Brooks, VP and Chief Marketing Officer at PEMCO Insurance. He helmed its marketing division in 1999 and in 16 years he has transformed PEMCO into a market-driven, customer centric business. Connect with Rod – Personal Website, Twitter, LinkedIn

Learn more about your ad choices. Visit megaphone.fm/adchoices
25 min

About Crack the Customer Code

From the publisher's feed

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…