Crack the Customer Code

Crack the Customer Code

By Adam and JeannieBusiness

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Crack the Customer Code episodes

January 13, 2015Episode 008: Stalking the Customer, Joni Williams, and Office Space
In this episode…
Stalking the Customer
Interview with Joni Williams
Customer Hero, Customer Zero: A Tale of Office Space

Stalking the Customer

Adam shares that he has an entire chapter in his upcoming book Be Your Customer’s Hero based on the idea of being a ‘helicopter rep’.

Listen in to hear some of the tips Adam and Jeannie share to avoid stalking the customer.

Discussion begins at 1:23.

Interview with Joni Williams

Joni is President of Kelly Scott Madison/ KSM and KSM South in Texas. Joni shares with us where she sees media going and how that fits into customer experience.

Listen in to hear what Joni has to share about over-promising and under-delivering.

Interview begins at 4:24.

Customer Hero, Customer Zero: A Tale of Office Space

Jeannie shares with us a customer zero she’s experienced.

Jeannie says, “It’s a great example of how if you don’t think about the entire experience, you could really miss out on really important interactions that your customers have.”

Discussion begins at 11:04.

People, Places, and Things from the Podcast
NBC poll prefer self check out
Joni Williams – Joni is president and one of three active agency partners at KSM Media. She specializes in new client relationships. Her enterprising ability and leadership qualities have forged lasting partnerships with a long list of vital clients as she continues to be the catalyst behind much of KSM’s continued growth. Connect with Joni here: KSM Media | Twitter | Facebook
Seinfeld Episode: Elaine orders Chinese food
American Express Office Space
360 Connext: How Micromapping Can Save Your Business

Take care of yourself and take of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
19 min
January 01, 2015Episode 007: Communicating Internally, Stan Phelps, and The Audience Experience
In this episode…
Communicating internally and its effect on customers
Interview with Stan Phelps
The audience experience

Communicating Internally and its Effect on Customers

Jeannie discusses how an experience with a company she worked with made her realize that the way an organization communicates internally can affect the way an organization communicates externally to customers.

Listen in to hear Jeannie share three ways that will help people understand how they are communicating.

Discussion begins at 2:28.

Interview with Stan Phelps

Founder of 9 Inch and author of three books on customer service and employee engagement.

Stan shares the inspiration for the goldfish theme and the meaning behind the three different colors of the goldfish, which his books are titled after.

Hear Stan discuss the idea of lagniappe and ways you can provide your customers little extras.

Interview begins at 6:41.

Customer Hero, Customer Zero: The Audience Experience

Stan Phelps sticks around to talk about the audience experience.

Listen in to hear Adam, Jeannie, and Stan discuss audience experience as a metaphor for customer experience and to hear some of the tips presenters can adopt to make the audience experience better.

Discussion begins at 14:16.

People, Places, and Things of the Podcast:
Stan Phelps: 9Inch Marketing | Twitter
Kimpton Hotels
Lagniappe

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
23 min
January 01, 2015Episode 006: Mobile Customer Experience, Tabitha Dunn, and Sephora’s Mobile Integration
In this episode…
Mobile customer experience and how businesses are succeeding or failing with it
Interview with Tabitha Dunn, Customer Experience leader at Citrix and Concur
Discussion about Sephora’s mobile integration

Mobile Customer Experience and How Businesses Are Succeeding or Failing with it

Jeannie shares examples of organizations and industries that need to jump on the mobile bandwagon. She says customers are looking for something very specific when we are using our mobile phone to access websites.

Listen in to hear how Jeannie and Adam think organizations can improve the mobile customer experience.

Discussion begins at 1:53.

Interview with Tabitha Dunn

Tabitha shares how she’s been able to build a customer experience organization within a large organization when there was not a lot of buy-in, as well as the challenges of adopting customer experience best practices.

Listen in to hear one piece of advice she would give to someone who is trying to improve customer experience within his or her company.

Interview begins at 4:46.

Customer Hero, Customer Zero: Sephora’s Mobile Integration

Jeannie shares with us how Sephora has reacted to how customers want to shop nowadays by embracing mobile integration.

Adam points out the challenges of mobile integration conflicting with traditional incentive structures.

Discussion begins at 13:03.

People, Places, and Things of the Podcast:
Panera Bread
Citrix
Sephora
Tabitha Dunn – LinkedIn

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
19 min
December 18, 2014 Episode 005: Wearables, Gini Dietrich, and CEO Non-Believers
In this episode…
Wearables and the future of customer experience
Interview with Gini Dietrich
What to do when your CEO does not believe in customer experience

Wearables and the Future of Customer Experience
Adam and Jeannie share what wearables they are currently using—or not using, the future of Wearables, and how they will affect our experiences as customers.
Jeannie and Adam agree that the future of customer experience includes these gadgets!
Discussion begins at 1:27.

Interview: Gini Dietrich
Founder and CEO of Arment Dietrich, lead blogger at Spins Sucks and author of Spin Sucks the book. Gini discusses the future of PR and customer experience and how they blend. She says now the focus for PR is about making customers loyal through customer experience.
Listen in to hear about Gini’s barista boyfriend (don’t worry, her husband is totally okay with it.)
Interview begins at 5:38.

Customer Hero, Customer Zero: When Your CEO Does Not Believe in Customer Experience
Jeannie shares her thoughts on what to do when your CEO does not believe in customer experience. She says she had an experience with a CEO of an organization who didn’t foster a customer-centric culture in his company.
Listen in to what Jeannie and Adam say you should do when you’re working for an organization whose leader doesn’t believe in customer experience.
Discussion begins at 14:14.

People, Places, and Things from the Podcast:
Fitbit – One of the wearables Jeannie uses.
Google Glass – Another one of the wearables Jeannie uses.
Lowes Robots
A Customer Service Robot Lands a Job (blog by Jeannie about the robots)
Hointer
Jawbone
Gini Dietrich is the founder and CEO of Arment Dietrich, an integrated marketing communications firm. She is the lead blogger at Spin Sucks and is the founder of Spin Sucks Pro. She is the co-author of Marketing in the Round and co-host of Inside PR. Her second book, Spin Sucks, is available now.

Learn more about your ad choices. Visit megaphone.fm/adchoices
20 min
December 11, 2014 Episode 004: The Failure of Borders, Bill Cusick, and Healthcare Customer Service
In this episode…
We discuss why Borders Bookstore failed and why others can learn from it
Interview with Bill Cusick (Jeannie’s brother) and author of All Customers Are Irrational
Healthcare customer service

Why Borders Bookstore Failed
Jeannie and Adam talk about why Borders Bookstore failed and how other businesses can learn from its mistakes. Jeannie says the biggest mistake Borders made was that they were not keeping up with the times. When the e-book began to take hold, Borders thought its customers would remain loyal. Jeannie makes a point that customers are loyal—until they aren’t.
Adam explores a different angle. Listen in to hear why Adam thinks Borders should have actually made part of its customer experience more difficult.
Discussion begins at 1:06.

Interview: Bill Cusick
Vice President of Customer Service at Zurich, North America.
In their interview with Bill, Adam shares how Bill’s book, All Customers Are Irrational, played a part in Adam’s upcoming book on frontline customer service. In fact, Adam says that he based an entire chapter on the idea of customer irrationality.
Listen in to hear Bill explain to listeners what customer irrationality is, how organizations should adapt to this mindset, and how to measure customer satisfaction.
Interview begins at 7:06.

Customer Hero – Customer Zero: Healthcare Customer Service
Jeannie discusses how the healthcare industry is dropping the ball on the patient experience.

People, Places, and Things from the Podcast:
Borders bookstore
Bill Cusick, Zurich North America
All Customers Are Irrational
Just Sit There and Bleed: A Tale of Healthcare Customer Service
Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
24 min
December 04, 2014 Episode 003: Crazy Customers, Mari Luangrath, and Southwest Airlines
In this episode…
Dealing with crazy customers
Interview with Mari Luangrath, owner of Foiled Cupcakes
How Southwest Airlines is listening to customers

Crazy Customers
Adam and Jeannie talk about crazy customers and how to work with them. Adam says one of the things you need to look out for is making it worse. Don’t say the wrong thing, listen to what is really bothering the customer, figure out what really matters, and then depersonalize.
Listen in to hear why Jeannie thinks customers are crazy to begin with and the rest of Adam’s tips for handling these customers.
Discussion begins at 2:09.

Interview: Mari Luangrath
Mari shares with us how she started her cupcake business with no storefront and built it solely using social media – a strategy which continues to this day! Mari tells how she uses social media as a competitive advantage and finds her target market using social media.
Listen in to hear exactly how Mari does this and how you can order some of her delicious cupcakes!
Interview begins at 7:04.

Southwest Airlines
Jeannie discusses a new listening center Southwest is using to listen to what customers are saying and how Southwest is using it to more immediately respond to customers.
Listen in to hear about an experience Adam had with Southwest and how the company used a proactive approach to correct an issue he had during his flight.
Discussion begins at 18:14.

People, Places, and Things from the Podcast:
Contact Mari Luangrath via Foiled Cupcakes,Twitter, Facebook, and LinkedIn.
Southwest Airlines listening center

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
25 min
December 04, 2014 Episode 002: Graeme Newell & When Good Customer Service is Bad Experience
In this episode…
An interview with Graeme Newell, expert in emotional marketing and President of 602 Communications.
Can you have great customer service but still have a bad customer experience? And what about the opposite?
Interview: Graeme Newell
Graeme is an expert in emotional marketing. Graeme looks at the best advertisements being done all over the world and indexes those ads by emotional drivers that move people to love brands. In the interview, he shares some samples from his extensive library of advertising clips and analyzes how and why they work.
Listen in to hear the samples Graeme shared with us and to see if you can pick out the emotions the advertisement is trying to stir inside of you. And hear why Jeannie LOVES Sephora and Adam and Graeme were gloating about Black Friday!
Interview begins at 1:24.

Customer Hero, Customer Zero
Adam and Jeannie discuss a very important question organizations should be asking themselves: Can you have a great customer experience if you don’t have a great customer service or vice versa?
Listen in to find out what Adam and Jeannie think about giving great customer service but a not so great customer experience and vice versa.
Discussion begins at 16:54.

A Game for You
Can you spot the anachronism? An anachronism is something that is out of place in historical time, like when you see a character in a movie about the old west wearing a digital watch. Perhaps in this December 4th episode you will hear the Black Friday shopping day referred to in the future tense? Perhaps that is because we prerecorded this episode and then pushed our launch date. We’re not saying any of those things happened, but then again...

People, Places, and Things from the Podcast:
Graeme Newell: Researcher, speaker, and consultant who shows companies how to build fanatic customer loyalty. He is president of 602 Communications, a marketing, research, and consulting firm that specializes in emotional marketing. Click here to learn more about Graeme Newell and 602 Communications.

Nike
Gatorade
Sephora A company Jeannie said she is loyal to (and check out this post to understand even more why she loves them! CXI Case File: Sephora)
Amazon A company Adam said he is loyal to

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
23 min
December 03, 2014 Episode 001: Apple Store Lady, Jackie Huba, and Heathrow Airport
In this episode…
Why customers are so frustrated
An interview with Jackie Huba, author of Monster Loyalty: How Lady Gaga Turns Followers into Fanatics
Customer Zero – Can you tell someone customer service is easy while giving bad customer service?

Why Are Customers so Frustrated?
The Apple Store lady, as the media labeled her, is a lady that was extremely upset, slamming her hand on her baby stroller because her expectations were not met when arriving to the Apple store. In the video you can hear her shout, “I was told by Apple Care that I could walk in the store and get my part.” Jeannie and Adam weigh in on why she embodies how we all feel.
Jeannie shares that in any customer forum we see the same thing over and over “you promised” and a lot of what we as people want is to feel heard when the promise is not delivered.
Discussion begins at 03:42.

Interview: Jackie Huba
Jackie shares with us that she was inspired to write Monster Loyalty first because of Lady Gaga’s music. But after looking past her music and noticing what she does with her fans, Jackie started adding Lady Gaga into her presentations and received really great feedback. When we asked Jackie what businesses can learn from Lady Gaga, her answer was simple, “make your customers feel like rock stars!” Moreover, she advises businesses to focus on their “one percenters.” She says businesses have to focus on keeping the customers they have and get them talking about how they are doing a great job.
Make sure to listen in to find out what Jackie is doing with drag queens!
Interview begins at 07:21.

Customer Hero, Customer Zero
In this segment, we discuss organizations or people who are either Customer Heroes or Customer Zeroes. Today, we have a Customer Zero. Find out what happened when Jeannie traveled to London for a customer experience conference and had a not so good customer experience at Heathrow Airport.
Discussion begins at 15:20.

People, Places, and Things from the Podcast:
The Apple Store Lady – The viral Vine video of an upset lady when visiting an Apple store.
Jackie Huba – Jackie Huba is the author of Monster loyalty: How Lady Gaga Turns Followers into Fanatics. Connect with Jackie on her website, Twitter and Facebook.
Heathrow Airport – Where Jeannie experienced a customer zero experience.

Take care of yourself, and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
25 min
December 03, 2014 Episode 000: Should We Start a Podcast?
In this episode…
Listen in to Adam and Jeannie’s discussion of why they should start a new podcast – or not. It takes some wrangling, but Jeannie eventually convinces Adam to start a podcast with her. (Not exactly a spoiler – you already knew that!)
What makes this podcast different?
Adam and Jeannie bring unique lenses to the idea of customer service and customer experience. The blend of Adam’s real-world focus and Jeannie’s big picture view will prove a potent combination for listeners.
Jeannie and Adam decide that the podcast will…
Provide actionable content.
Be fun! No 19 point checklists.
Include interviews with innovative leaders of all kinds
Be short, usually 20-25 minutes in length. Who has time anymore?
People, Places, and Things from the Podcast:
Customers That Stick Blog: Adam’s customer experience blog
360 Connext: Jeannie’s customer experience blog.
Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices
5 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…

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