"Is customer experience training a one time process or is it ongoing?"Sounds like this one will have a pretty simple answer, right? As with all things in business, ongoing training is always beneficial. For customer experience (CX) training, this sometimes isn't as straightforward as other types of on-the-job training. We talk about CX and our goals, but we don't take the time to connect those with other departments, which can leave our CX programs feeling disjointed. In this week's episode, Jeannie dives into this seemingly easy question in more detail. She talks about how having a pervasive view of customer experience in your company culture creates the best environment for CX to thrive. Listen for actionable tips and suggestions that you can implement within your company to improve your customer experience (and employee experience), from training onward. Learn more about your ad choices. Visit megaphone.fm/adchoices

"Is customer experience training a one time process or is it ongoing?"Sounds like this one will have a pretty simple answer, right? As with all things in business, ongoing training is always beneficial. For customer experience (CX) training, this sometimes isn't as straightforward as other types of on-the-job training. We talk about CX and our goals, but we don't take the time to connect those with other departments, which can leave our CX programs feeling disjointed. In this week's episode, Jeannie dives into this seemingly easy question in more detail. She talks about how having a pervasive view of customer experience in your company culture creates the best environment for CX to thrive. Listen for actionable tips and suggestions that you can implement within your company to improve your customer experience (and employee experience), from training onward. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

003: Experience Action Podcast - Customer Experience Training

"How do we get leadership or executive sponsorship initiatives that we want to tackle?"This is an AMAZING QUESTION! And a Jeannie favorite. The key to this answer is leadership buy-in.As a Customer Experience Leader, we know that investing in and executing customer experience is a winning strategy for business goals and objectives. But if company leadership isn't invested, all of our efforts can seem like they aren't working.In this week's episode, Jeannie talks about actionable ways that you can speak to your business leaders about customer experience, tips for getting them to buy-in and ways you can help achieve your business goals at your company. Remember, we're all in this together! Learn more about your ad choices. Visit megaphone.fm/adchoices

"How do we get leadership or executive sponsorship initiatives that we want to tackle?"This is an AMAZING QUESTION! And a Jeannie favorite. The key to this answer is leadership buy-in.As a Customer Experience Leader, we know that investing in and executing customer experience is a winning strategy for business goals and objectives. But if company leadership isn't invested, all of our efforts can seem like they aren't working.In this week's episode, Jeannie talks about actionable ways that you can speak to your business leaders about customer experience, tips for getting them to buy-in and ways you can help achieve your business goals at your company. Remember, we're all in this together! Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

002: Experience Action Podcast - Sponsorship Initiatives

Jeannie Walters

Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are as excited to be here as Jeannie is!With over 20 years investigating the best and worst in customer experience, Jeannie Walters has heard A LOT of questions. In DMs, emails and voicemails, Jeannie has heard it all... and now she's here to give you the answers you need!So... how do we do this CX thing anyway?Join Jeannie as she gives real answers to real questions in handy, bite-sized audio nuggets (mmm... nuggets)! Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome everyone to our very first episode of Experience Action! A customer experience podcast where we turn ideas into action. We hope that you are as excited to be here as Jeannie is!With over 20 years investigating the best and worst in customer experience, Jeannie Walters has heard A LOT of questions. In DMs, emails and voicemails, Jeannie has heard it all... and now she's here to give you the answers you need!So... how do we do this CX thing anyway?Join Jeannie as she gives real answers to real questions in handy, bite-sized audio nuggets (mmm... nuggets)! Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

New Podcast Introduction: Experience Action with Jeannie Walters

This episode is special in so many ways. First, it’s the 500th episode of Crack the Customer Code! That in itself is an incredible thing, but this is also the season's finale and another bourbon summit. Unfortunately, this is also the last episode of the whole show. If you're not aware, Jeannie and Adam have mentioned several times that they are ending the podcast. However, they will still end it on a high!Even though it's the end, Adam and Jeannie have much to discuss. They'll tell you about everything they've learned over the years, the things that delighted them and what were the most challenging parts, and they'll even share a few tips for podcast hosts and guests. Lastly, make sure you stay tuned until the end to learn what these veterans of the CX world are planning in the months to come. Without giving anything away, know that you're bound to hear more from them. Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode is special in so many ways. First, it’s the 500th episode of Crack the Customer Code! That in itself is an incredible thing, but this is also the season's finale and another bourbon summit. Unfortunately, this is also the last episode of the whole show. If you're not aware, Jeannie and Adam have mentioned several times that they are ending the podcast. However, they will still end it on a high!Even though it's the end, Adam and Jeannie have much to discuss. They'll tell you about everything they've learned over the years, the things that delighted them and what were the most challenging parts, and they'll even share a few tips for podcast hosts and guests. Lastly, make sure you stay tuned until the end to learn what these veterans of the CX world are planning in the months to come. Without giving anything away, know that you're bound to hear more from them. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

500: Bourbon Summit

As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast) on what they, their guests, and Forrester's predicted for customer experience trends in 2022.Adam and Jeannie delve into Forrester's 2014 article on predictions for the future of customer experience, and highlight several predictions of particular interest, including omni-channel service, mobile-first mindset, proactive engagement, and customer service agents. Learn more about your ad choices. Visit megaphone.fm/adchoices

As we sail off into the sunset of the Crack The Customer Code podcast, Adam and Jeannie reflect back to 2014 (when they started this podcast) on what they, their guests, and Forrester's predicted for customer experience trends in 2022.Adam and Jeannie delve into Forrester's 2014 article on predictions for the future of customer experience, and highlight several predictions of particular interest, including omni-channel service, mobile-first mindset, proactive engagement, and customer service agents. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

499: The Present and Future of CX

Jay Baer

Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeannie, and Adam will delve deep into this, and they'll touch upon how values are not just words but things that companies need to act upon. You'll also learn about Jay's interesting views on the future of CX and how AI and other modern technologies can improve the industry. Learn more about your ad choices. Visit megaphone.fm/adchoices

Speed and responsiveness matter today, and even though the pandemic has changed the rules, some things are still carved in stone. Jay, Jeannie, and Adam will delve deep into this, and they'll touch upon how values are not just words but things that companies need to act upon. You'll also learn about Jay's interesting views on the future of CX and how AI and other modern technologies can improve the industry. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

498: Jay Baer, The Need for Speed

Nearing the end of the podcast, we are sure you can agree that it’s time to take a look at the past. That’s why this episode is dedicated to the history of Crack the Customer Code and CX in general. Customer experience has gone through a lot since the start of the podcast, especially when that came as a result of changes in things like technology, AI, and the internet. Even though you’ve been with them for a long time, you still have a lot you don’t know about Jeannie and Adam. That’s why they’ll talk about their histories, most notably their beginnings in CX. So, tune in to one of the last few episodes of your favorite customer experience podcast to learn about all the things we’ve been through over the years.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Nearing the end of the podcast, we are sure you can agree that it’s time to take a look at the past. That’s why this episode is dedicated to the history of Crack the Customer Code and CX in general. Customer experience has gone through a lot since the start of the podcast, especially when that came as a result of changes in things like technology, AI, and the internet. Even though you’ve been with them for a long time, you still have a lot you don’t know about Jeannie and Adam. That’s why they’ll talk about their histories, most notably their beginnings in CX. So, tune in to one of the last few episodes of your favorite customer experience podcast to learn about all the things we’ve been through over the years.  Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

497: Looking Back on CX

Jeff Toister

Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he guides organizations that want to build and grow a customer-focused culture. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeff Toister’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he guides organizations that want to build and grow a customer-focused culture. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

496: Jeff Toister, The Guaranteed Experience

There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistakes, especially the more common ones. To help you with that, Jeannie and Adam have decided to dedicate an entire episode to addressing these and how to avoid them.Companies tend to make many strategic mistakes that hurt their customer experience. They also make numerous other mistakes, and Jeannie and Adam aim to talk about all the crucial ones. By the end of the episode, you'll know exactly what you need to do in your company and how to treat your team and your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

There’s no such thing as perfection in customer experience, but there is perfect execution. And to reach that, you need to eliminate mistakes, especially the more common ones. To help you with that, Jeannie and Adam have decided to dedicate an entire episode to addressing these and how to avoid them.Companies tend to make many strategic mistakes that hurt their customer experience. They also make numerous other mistakes, and Jeannie and Adam aim to talk about all the crucial ones. By the end of the episode, you'll know exactly what you need to do in your company and how to treat your team and your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

495: Common CX Mistakes

Jen Bailin

The future is for the optimists! There's a lot to be optimistic about in the future of CX, and that's precisely what we discuss here today with our guest, Jen Bailin. She is the Chief Revenue Officer at SAP Customer Experience (CX), one of the leading drivers of SAP growth.Jen Bailin has a lot of experience in CX, but she also has a lot of visions for the future. She shares exciting thoughts about the Metaverse and how important it will be in the future. CX will change, and we are already seeing shifts resulting from the pandemic, but also from a natural progression towards a different future.  Learn more about your ad choices. Visit megaphone.fm/adchoices

The future is for the optimists! There's a lot to be optimistic about in the future of CX, and that's precisely what we discuss here today with our guest, Jen Bailin. She is the Chief Revenue Officer at SAP Customer Experience (CX), one of the leading drivers of SAP growth.Jen Bailin has a lot of experience in CX, but she also has a lot of visions for the future. She shares exciting thoughts about the Metaverse and how important it will be in the future. CX will change, and we are already seeing shifts resulting from the pandemic, but also from a natural progression towards a different future.  Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

494: Jen Bailin, The Bright, Big Future of CX

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 interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.

Adam and Jeannie have one of the best podcast around! I love listening to their podcasts and highly recommend it for others.  Leaders who want to Crack the Code and grow should tune in regularly!

One of the Best Podcasts Available

Great show.

Crack the Customer Code

Adrienne Boissy

Dr. Ardienne Boissy of The Cleveland Clinic, one of the first organizations to create C-suite responsibilities around the patient experience, shares highlights from her 12 years of leading an enormous shift in how the healthcare system perceives and engages patients. The Power of Words in the Patient Experience It’s one thing to possess the wisdom and skills to help patients heal and recover, but understanding how the patient actually feels – not just in regards to their ailments – but in regards to their many experiences as they move through the healthcare system. Adrienne describes the challenges of explaining how to teach respected professionals who are very good at their jobs that there are better ways to communicate. Some of them are looking for answers, but what about those who aren’t? The traditional health care system is generally not set up to give patients access to the resources and information patients need. Adrienne highlights some of the resulting challenges and shares some ways to overcome them. As Chief Experience Officer of Cleveland Clinic, Adrienne helped pioneer their patient experience work. Listen in as she shares some of the key learnings from leading one of the first official patient experience departments. Dr. Adrienne Boissy, Patient Experience Pioneer Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System and a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. In this role, Dr. Boissy leads the Office of Patient Experience and its initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System—from their physical comfort to their educational, emotional and spiritual needs. Dr. Boissy chairs the Empathy and Innovation summit, the largest independent summit on patient experience in the world. She also guided the development of patient advisory councils across Cleveland Clinic Health System and currently serves as Editor-in-Chief of the Journal of Patient Experience. Connect with Adrienne  Twitter Cleveland Clinic website  Related Content  Adrienne’s TED talk, Seeing and Being Seen: A Call For Healing 360Connext® post, 5 Ways to Improve the Patient Experience in 2016 Customers That Stick® post, When Bad Systems Happen to Good People Episode 062: Shel Israel, Cross-Disciplinary Communicator  Sponsor Message: Do you need a keynote speaker to ROCK your next event? Did you know that you can hire Adam to speak at your next conference or meeting? Adam’s keynote speeches on customer service and customer experience are designed to energize and inspire your audience, and to provide actionable takeaways that teams could use to immediately deliver hero class customer service – whether to an audience of business leaders or front-line employees, Adam’s talks explore how we interact with customers using some of the latest research in customer experience, psychology and neuroscience. Your audience will leave energized, enthused and ready to take action. If you want to rock your next event, go to keynotespeaker.rocks    Take care of yourself and take care of your customers.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Dr. Ardienne Boissy of The Cleveland Clinic, one of the first organizations to create C-suite responsibilities around the patient experience, shares highlights from her 12 years of leading an enormous shift in how the healthcare system perceives and engages patients. <h3>The Power of Words in the Patient Experience</h3> It’s one thing to possess the wisdom and skills to help patients heal and recover, but understanding how the patient actually feels – not just in regards to their ailments – but in regards to their many experiences as they move through the healthcare system. Adrienne describes the challenges of explaining how to teach respected professionals who are very good at their jobs that there are better ways to communicate. Some of them are looking for answers, but what about those who aren’t? The traditional health care system is generally not set up to give patients access to the resources and information patients need. Adrienne highlights some of the resulting challenges and shares some ways to overcome them. As Chief Experience Officer of Cleveland Clinic, Adrienne helped pioneer their patient experience work. Listen in as she shares some of the key learnings from leading one of the first official patient experience departments. <h3>Dr. Adrienne Boissy, Patient Experience Pioneer</h3> Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System and a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. In this role, Dr. Boissy leads the Office of Patient Experience and its initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System—from their physical comfort to their educational, emotional and spiritual needs. Dr. Boissy chairs the Empathy and Innovation summit, the largest independent summit on patient experience in the world. She also guided the development of patient advisory councils across Cleveland Clinic Health System and currently serves as Editor-in-Chief of the Journal of Patient Experience. <h3>Connect with Adrienne</h3> <ul> <li><a href="https://twitter.com/boissyad" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="http://my.clevelandclinic.org/" rel="nofollow" target="_blank">Cleveland Clinic website</a></li> </ul> <h3>Related Content</h3> <ul> <li>Adrienne’s TED talk, <a href="https://www.youtube.com/watch?v=WZgnef0w-QY" rel="nofollow" target="_blank">Seeing and Being Seen: A Call For Healing</a></li> <li>360Connext® post, <a href="http://360connext.com/5-ways-improve-the-patient-experience/" rel="nofollow" target="_blank">5 Ways to Improve the Patient Experience in 2016</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/uncategorized/when-bad-systems-happen-to-good-people/" rel="nofollow" target="_blank">When Bad Systems Happen to Good People</a></li> <li>Episode 062: <a href="http://crackthecustomercode.com/062-shel-israel/" rel="nofollow" target="_blank">Shel Israel, Cross-Disciplinary Communicator</a></li> </ul> Sponsor Message: <h3>Do you need a keynote speaker to ROCK your next event?</h3> Did you know that you can hire Adam to speak at your next conference or meeting? Adam’s keynote speeches on customer service and customer experience are designed to energize and inspire your audience, and to provide actionable takeaways that teams could use to immediately deliver hero class customer service – whether to an audience of business leaders or front-line employees, Adam’s talks explore how we interact with customers using some of the latest research in customer experience, psychology and neuroscience. Your audience will leave energized, enthused and ready to take action. If you want to rock your next event, go to <a href="http://keynotespeaker.rocks/" rel="nofollow" target="_blank">keynotespeaker.rocks</a>  Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

086: Dr. Adrienne Boissy, The Patient Experience

Lisa Ford

Adam and Jeannie welcome renowned speaker and customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. Unraveling the DNA of customer service excellence Great customer service is pleasant, satisfying, and possibly best of all, easy. So easy, in fact, that it may seem simple from the outside. But from the inside, achieving that level of customer service excellence is anything but simple. So, how do the companies known for great service do this? Moreover, how can you achieve customer service excellence for your organization?  “Your customer experience is truly a reflection of your culture." -Lisa Ford  Lisa Ford has helped some of the best companies in the world achieve outstanding customer service. In fact, she is a pioneer in the video customer service training industry, and she shared her time-tested approach to help you compete on customer service in today’s highly-competitive marketplace.  “When you ask where we’re hard to do business with, guess who has the answers? It’s the employees.” -Lisa Ford  While providing consistently great customer service is not a simple thing, following some simple rules will go a long way. Lisa has you covered! Here are some highlights from the interview:  Lisa says improving customer service means asking and answering tough questions, so she shares a few of her favorites to ask yourself and your team today. [3:10] Improving customer service means eliminating your weakest links, but what if they happen to be human beings? [8:40] Getting your team excited about improving customer service is one thing, but keeping the momentum going is another. Lisa explains some of the best ways to keep that iron hot! [10:30] Once you instill customer-focused principles in your team, how do you keep them engaged? [14:30] Lisa leaves you with some of her tips for achieving customer service excellence in your organization. [19:15]  About our guest Lisa Ford is known for her work on customer issues. Her ideas help companies create customer-focused cultures and keeping customers loyal. She is a speaker and author with over 20 years of experience presenting to businesses, associations and government. Lisa is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling DVD series in the U.S. for over 3 years. Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, FirstAmerican Title and American Veterinary Medical Association. Connect with Lisa  LinkedIn Twitter Website  Related Content  360Connext® post, Is Your Mission Customer-Focused, or an Empty Promise? Customers That Stick® post, How to Get Your Team to Deliver Consistent Customer Service Episode  301: Will Experience Be Your Difference This Year? Episode 347: Jay Baer, Talk Triggers We’re on C-Suite Radio! Check it out for more great podcasts Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie welcome renowned speaker and customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. <h3>Unraveling the DNA of customer service excellence</h3> Great customer service is pleasant, satisfying, and possibly best of all, easy. So easy, in fact, that it may seem simple from the outside. But from the inside, achieving that level of customer service excellence is anything but simple. So, how do the companies known for great service do this? Moreover, how can you achieve customer service excellence for your organization? <blockquote> “Your customer experience is truly a reflection of your culture." -Lisa Ford </blockquote> Lisa Ford has helped some of the best companies in the world achieve outstanding customer service. In fact, she is a pioneer in the video customer service training industry, and she shared her time-tested approach to help you compete on customer service in today’s highly-competitive marketplace. <blockquote> “When you ask where we’re hard to do business with, guess who has the answers? It’s the employees.” -Lisa Ford </blockquote> While providing consistently great customer service is not a simple thing, following some simple rules will go a long way. Lisa has you covered! <h3>Here are some highlights from the interview:</h3> <ul> <li>Lisa says improving customer service means asking and answering tough questions, so she shares a few of her favorites to ask yourself and your team today. [3:10]</li> <li>Improving customer service means eliminating your weakest links, but what if they happen to be human beings? [8:40]</li> <li>Getting your team excited about improving customer service is one thing, but keeping the momentum going is another. Lisa explains some of the best ways to keep that iron hot! [10:30]</li> <li>Once you instill customer-focused principles in your team, how do you keep them engaged? [14:30]</li> <li>Lisa leaves you with some of her tips for achieving customer service excellence in your organization. [19:15]</li> </ul> <h3>About our guest</h3> Lisa Ford is known for her work on customer issues. Her ideas help companies create customer-focused cultures and keeping customers loyal. She is a speaker and author with over 20 years of experience presenting to businesses, associations and government. Lisa is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling DVD series in the U.S. for over 3 years. Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, FirstAmerican Title and American Veterinary Medical Association. Connect with Lisa <ul> <li><a href="http://www.linkedin.com/pub/lisa-ford/a/a55/178" rel="nofollow" target="_blank">LinkedIn</a></li> <li><a href="https://twitter.com/Lisa_A_Ford" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="https://lisaford.com/" rel="nofollow" target="_blank">Website</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/is-your-mission-customer-focused-or-an-empty-promise/" rel="bookmark nofollow" target="_blank">Is Your Mission Customer-Focused, or an Empty Promise?</a></li> <li>Customers That Stick® post, <a href="https://customersthatstick.com/blog/how-to-get-your-team-to-deliver-consistent-customer-service/" rel="noopener nofollow" target="_blank">How to Get Your Team to Deliver Consistent Customer Service</a></li> <li>Episode <a href="http://crackthecustomercode.com/301-customer-experience-competitive-advantage/" rel="nofollow" target="_blank"> 301: Will Experience Be Your Difference This Year?</a></li> <li>Episode <a href="http://crackthecustomercode.com/347-jay-baer-talk-triggers/" rel="nofollow" target="_blank">347: Jay Baer, Talk Triggers</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="noopener nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

355: Lisa Ford, Customer Service Excellence

Barry Kirk

There is a difference between customer experience, which is what’s happening today, and loyalty experience, which asks what’s going to happen tomorrow. The real challenge is to bring loyalty programs into the modern marketing age.Are customers looking for more points or more experience? Make sure you’re giving them what they want to keep them with your brand because more points doesn’t always mean more loyalty. Learn more about your ad choices. Visit megaphone.fm/adchoices

There is a difference between customer experience, which is what’s happening today, and loyalty experience, which asks what’s going to happen tomorrow. The real challenge is to bring loyalty programs into the modern marketing age.Are customers looking for more points or more experience? Make sure you’re giving them what they want to keep them with your brand because more points doesn’t always mean more loyalty. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

373: Barry Kirk, A Framework for Customer Loyalty

Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that you should use more in your company to become more customer-centric. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today's episode of Crack the Customer Code is a short one. Adam is flying solo at the moment, but he has a lot to say about being customer-centric. Adam shares the three main tactics that you should use more in your company to become more customer-centric. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

390: 3 Ways to Be More Customer Centric

Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the article just an inflated with a catchy title? Or maybe it's something completely different... Learn more about your ad choices. Visit megaphone.fm/adchoices

Is the customer journey dead? According to an article in CMS Wire titled The Customer Journey is Over, it is. However, is that truly the case? Is the customer journey surely over, or is the article just an inflated with a catchy title? Or maybe it's something completely different... Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

386: Is the Customer Journey Dead?

Stacy Sherman

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

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!  Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

411: Stacy Sherman, Being Customer Centric

Adam Toporek shares research and expert insights for discovering which retail touchpoints are most important to your customers. How to prioritize your retail touchpoints In retail, we’re told that every touchpoint matters. And although that may be true, it’s not very helpful when you need prioritize and make a difference your customers will applaud today. In that case, you need to discover which retail touchpoints matter the most.  “We simply are always in triage." - Adam Toporek  But that’s a tall order when you consider how all customers are different. What’s more, the most profitable of your customers may have different priorities than the majority. So, how do you look for touchpoints that bring you the most ROI? These decisions will never be easy to make, but you’ve got some help! Today, Adam has some surprising data to share about retail customers and which touchpoints they say matter most to them. As it turns out, they don’t care as much about some of the touchpoints you might rank high on the list! Some healthy food for your retail thoughts!  “While every touchpoint matters, some touchpoints matter more than others.” -Adam Toporek  However, Adam points out that what customers say they want may not speak for how they respond to improvements they didn’t ask for. So balancing these ingredients is tricky work! The right mix of improvements may lead to a measurable uptick in customer satisfaction, while the wrong mix could just blow up in your face. So step into Adam’s lab and discover the right concoction for your retail customers. (No safety glasses needed!) Related Content  Synchronicity Financial's Retail Customer Experience report 360Connext® post, How to Create Your Punch List for Quick CX Wins Customers That Stick® post,  3 Examples of How to Easily WOW Customers Episode 305: Supporting Your Team in the Retail Apocalypse Episode 235: Customer Experience Touchpoint Tips We're on C-Suite Radio! Check it out for more great podcasts    Sponsor message  Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam Toporek shares research and expert insights for discovering which retail touchpoints are most important to your customers. <h3>How to prioritize your retail touchpoints</h3> In retail, we’re told that every touchpoint matters. And although that may be true, it’s not very helpful when you need prioritize and make a difference your customers will applaud today. In that case, you need to discover which retail touchpoints matter the most. <blockquote> “We simply are always in triage." - Adam Toporek </blockquote> But that’s a tall order when you consider how all customers are different. What’s more, the most profitable of your customers may have different priorities than the majority. So, how do you look for touchpoints that bring you the most ROI? These decisions will never be easy to make, but you’ve got some help! Today, Adam has some surprising data to share about retail customers and which touchpoints they say matter most to them. As it turns out, they don’t care as much about some of the touchpoints you might rank high on the list! Some healthy food for your retail thoughts! <blockquote> “While every touchpoint matters, some touchpoints matter more than others.” -Adam Toporek </blockquote> However, Adam points out that what customers say they want may not speak for how they respond to improvements they didn’t ask for. So balancing these ingredients is tricky work! The right mix of improvements may lead to a measurable uptick in customer satisfaction, while the wrong mix could just blow up in your face. So step into Adam’s lab and discover the right concoction for your retail customers. (No safety glasses needed!) <h3>Related Content</h3> <ul> <li>Synchronicity Financial's <a href="https://www.synchronyfinancial.com/SynchronyFinancialCustomerExperienceWhitePaperSept2015.pdf" rel="noopener nofollow" target="_blank">Retail Customer Experience report</a></li> <li>360Connext® post, <a href="http://360connext.com/how-to-create-your-punch-list-for-quick-cx-wins/" rel="bookmark nofollow" target="_blank">How to Create Your Punch List for Quick CX Wins</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/customer-service-techniques/3-examples-of-how-to-easily-wow-customers/" rel="nofollow" target="_blank"> 3 Examples of How to Easily WOW Customers</a></li> <li>Episode <a href="http://crackthecustomercode.com/305-supporting-your-team-in-the-retail-apocalypse/" rel="noopener nofollow" target="_blank">305: Supporting Your Team in the Retail Apocalypse</a></li> <li>Episode <a href="http://crackthecustomercode.com/235-customer-experience-touchpoint-tips/" rel="noopener nofollow" target="_blank">235: Customer Experience Touchpoint Tips</a></li> <li>We're on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul> Sponsor message <h3>Give your team the customer service training they deserve</h3> Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>, that is <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

311: Which Retail Touchpoints Matter Most

What do diaper brands and Reebok have in common? Better loyalty rewards. Explore a more experience-based rewards system and experience better relationships with your customers, when you get to know them a little more. Here’s another insightful episode of Crack the Customer Code with the wonder twins of Customer Service. Learn more about your ad choices. Visit megaphone.fm/adchoices

What do diaper brands and Reebok have in common? Better loyalty rewards. Explore a more experience-based rewards system and experience better relationships with your customers, when you get to know them a little more. Here’s another insightful episode of Crack the Customer Code with the wonder twins of Customer Service. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

372: Are Experience Rewards the New Loyalty Programs?

Lisa Ryan

Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human connection through thankfulnes; letting people know that they matter, are seen, and are important to us, promotes loyalty, fulfilment and happiness, with people in the workplace. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today we focus on gratitude with special guest, Award Winning Speaker, Author, and Chief Appreciation Strategist of Grategy, LLC, Lisa Ryan. Lisa explains how gratitude builds on the basic foundation of human connection through thankfulnes; letting people know that they matter, are seen, and are important to us, promotes loyalty, fulfilment and happiness, with people in the workplace. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

365: Lisa Ryan, Having An Attitude For Gratitude

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. Why is chat better than phone for some customers? We all know calling a company for customer service is typically time-consuming and frustrating. So with text-based service options like chat becoming more available, many of us are opting not to pick up the phone.  “We all have been trained to not pick up the phone…” -Jeannie Walters  But is this really better? While chat offers convenience and a better sense of control for the customer, phone conversations capture more of the emotion and urgency of the situation. So even though we save on resources by sending customers through this channel, we miss out on valuable insights that can only be communicated through the spoken word. Perhaps we should not be looking at this as one channel being better than the other. Instead, maybe we should be thinking about what actually serves the customer in the moment. For instance, is chat only preferred because the customer gave up while waiting for a service agent on the phone?  “That’s not a problem of the channel. That’s a problem of the execution.” -Adam Toporek  This is a hot issue to which there’s no one right answer. In fact, the Washington Post recently published an article encouraging customer NOT to call for customer service. While this idea may sound great for companies hoping to save on resources, it signals a public perception of failure around phone support. So what can you do about this, and what does it mean for customer service in your company? More importantly, what does it mean for the way customers perceive your brand and how you collect those insights? We talk about this and a lot more on the podcast. Listen in! Related Content  Washington Post Article, Want better customer service? Don’t call. Text. 360Connext® post, 3 Ways the Best Brands Do Omnichannel Right Customers That Stick® post,  Remove the Weak Links in Your Customer Experience: Part 1 Episode 336: Joshua March, Social Media Messaging Episode 235: Customer Experience Touchpoint Tips We're on C-Suite Radio! Check it out for more great podcasts  Sponsor message  Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie explore the decline of people using the phone for customer service and how to know if chat is better for you and your customers. <h3>Why is chat better than phone for some customers?</h3> We all know calling a company for customer service is typically time-consuming and frustrating. So with text-based service options like chat becoming more available, many of us are opting not to pick up the phone. <blockquote> “We all have been trained to not pick up the phone…” -Jeannie Walters </blockquote> But is this really better? While chat offers convenience and a better sense of control for the customer, phone conversations capture more of the emotion and urgency of the situation. So even though we save on resources by sending customers through this channel, we miss out on valuable insights that can only be communicated through the spoken word. Perhaps we should not be looking at this as one channel being better than the other. Instead, maybe we should be thinking about what actually serves the customer in the moment. For instance, is chat only preferred because the customer gave up while waiting for a service agent on the phone? <blockquote> “That’s not a problem of the channel. That’s a problem of the execution.” -Adam Toporek </blockquote> This is a hot issue to which there’s no one right answer. In fact, the Washington Post recently published an article encouraging customer NOT to call for customer service. While this idea may sound great for companies hoping to save on resources, it signals a public perception of failure around phone support. So what can you do about this, and what does it mean for customer service in your company? More importantly, what does it mean for the way customers perceive your brand and how you collect those insights? We talk about this and a lot more on the podcast. Listen in! <h3>Related Content</h3> <ul> <li>Washington Post Article, <a href="https://www.washingtonpost.com/amphtml/technology/2018/08/09/want-better-customer-service-dont-call-text/?noredirect=on" rel="noopener nofollow" target="_blank">Want better customer service? Don’t call. Text.</a></li> <li>360Connext® post, <a href="http://360connext.com/omnichannel-right-3-ways/" rel="bookmark nofollow" target="_blank">3 Ways the Best Brands Do Omnichannel Right</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/customer-service-training/remove-the-weak-links-in-your-customer-experience-part-1/" rel="nofollow" target="_blank"> Remove the Weak Links in Your Customer Experience: Part 1</a></li> <li>Episode <a href="http://crackthecustomercode.com/336-joshua-march-social-media-messaging/" rel="noopener nofollow" target="_blank">336: Joshua March, Social Media Messaging</a></li> <li>Episode <a href="http://crackthecustomercode.com/235-customer-experience-touchpoint-tips/" rel="noopener nofollow" target="_blank">235: Customer Experience Touchpoint Tips</a></li> <li>We're on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul> Sponsor message <h3>Give your team the customer service training they deserve</h3> Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>, that is <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

337: Is Chat Better than Phone for Customer Service?

Jeannie shares expert tips for building brand trust through truly consistent customer experiences. Consistency and brand trust Brand trust is one of the cornerstones of customer satisfaction and loyalty. However, trust is hard to earn and easy to destroy. And you may know customers can trust you, but do they know? So, it’s imperative to think of ways to deliver an experience that earns trust for the long term. There are many building blocks to trust, but today we’re focusing on one of the most important ones: Consistency. But truly consistent customer experiences go well beyond consistently creating delight at a given touchpoint. In fact, those touchpoints need to be consistent with one another.  “Consistency means living that promise on every channel, every time.” –Jeannie Walters  Does your great shopping experience lead to a checkout that’s from another planet? Or does your personalized service end with a bill that’s anything but?  “When it’s time to hand over the money, the experience can be a total let-down” –Jeannie Walters  These are some of the things you should be looking at. But on this scale, it’s easy to overlook inconsistencies that loom within your customer journey. Can you find them? Join us today as Jeannie Walters outlines a few great ways to check your own customer journey for this kind of inconsistency. Is your experience truly reflecting brand trust to your customers? Listen in and find out! Related Content  360Connext® post, 3 Destructive Consistency Issues You Need to Overcome Now Customers That Stick® post,  Is Your Customer Service Consistent? Episode 286: Anthony Iannarino, Commitments Are for Closers Episode 219: (Tip) Consistency Across Multiple Brands We're on C-Suite Radio! Check it out for more great podcasts  Sponsor message  Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeannie shares expert tips for building brand trust through truly consistent customer experiences. <h3>Consistency and brand trust</h3> Brand trust is one of the cornerstones of customer satisfaction and loyalty. However, trust is hard to earn and easy to destroy. And you may know customers can trust you, but do they know? So, it’s imperative to think of ways to deliver an experience that earns trust for the long term. There are many building blocks to trust, but today we’re focusing on one of the most important ones: Consistency. But truly consistent customer experiences go well beyond consistently creating delight at a given touchpoint. In fact, those touchpoints need to be consistent with one another. <blockquote> “Consistency means living that promise on every channel, every time.” –Jeannie Walters </blockquote> Does your great shopping experience lead to a checkout that’s from another planet? Or does your personalized service end with a bill that’s anything but? <blockquote> “When it’s time to hand over the money, the experience can be a total let-down” –Jeannie Walters </blockquote> These are some of the things you should be looking at. But on this scale, it’s easy to overlook inconsistencies that loom within your customer journey. Can you find them? Join us today as Jeannie Walters outlines a few great ways to check your own customer journey for this kind of inconsistency. Is your experience truly reflecting brand trust to your customers? Listen in and find out! <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/customer-experience-consistency-issues/" rel="bookmark nofollow" target="_blank">3 Destructive Consistency Issues You Need to Overcome Now</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/customer-service-techniques/is-your-customer-service-consistent/" rel="nofollow" target="_blank"> Is Your Customer Service Consistent?</a></li> <li>Episode <a href="http://crackthecustomercode.com/286-anthony-iannarino-commitments-closers/" rel="noopener nofollow" target="_blank">286: Anthony Iannarino, Commitments Are for Closers</a></li> <li>Episode <a href="http://crackthecustomercode.com/219-tip-consistency-across-multiple-brands/" rel="noopener nofollow" target="_blank">219: (Tip) Consistency Across Multiple Brands</a></li> <li>We're on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul> Sponsor message <h3>Give your team the customer service training they deserve</h3> Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>, that is <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

303: How to Build Brand Trust in 2018

Shaun Belding

Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. Are you on your Journey to Wow? Leaders everywhere say they want to “wow” their customers. So they create new processes and experiences that look great from within the walls of their organizations. Then they find out customers are saying “wow, that was… awful!” But who hasn’t said that more than once? We all know there are two kinds of “wow,” so why do we forget about this when creating customer experiences?  “Customer Experience has a payoff. You have to believe that.” -Shaun Belding  Shaun Belding, CEO of the Belding Group, understands how easy it is to miss the mark when creating memorable customer experiences. In fact, his latest book is all about how to create these “wow” experiences without losing sight of customer emotions and what “wow” really means to them. It starts with defining what “wow” really means within the context of your customer experiences, and how that fits into your culture and processes. Then you must realize there’s no end-game where the experience is great, and anticipate the next improvement.  "Just because you were great yesterday doesn't mean you're going to be great today." -Shaun Belding  In this interview, Shaun breaks down his approach not only to defining the different kinds of “wow” in your experience, but how to put that into a context that’s actually useful, then discover where you need to focus. So we hope listen in then say “Wow, I am so glad I listened to this episode!”  “You can’t ask the front lines to be relentless if the CEO isn’t driving it.” -Shaun Belding  Interview Highlights  What inspired Shaun to write The Journey to Wow in a parable format? [3:00] What’s at stake when leaders seek to create “wow” experiences, and more importantly, how can Shaun’s approach fix that? [6:15] Complacency is a huge enemy of great customer experiences, so how can we get ahead of it? [16:00]  About our guest Shaun Belding has been in the customer experience space for 27 years.  (Pretty amazing, since he claims to be only 32 years old…) He is CEO of the Belding Group of companies - an award-winning global customer experience consulting and customer service training company.  He is a bestselling author of six books, published internationally in 12 languages, including the just-released The Journey to WOW. Connect with Shaun  LinkedIn Twitter  Buy Shaun’s book: The Journey to Wow  Related Content  360Connext® post, How to Avoid Hidden Disasters in Customer Experience Design Customers That Stick® post,  3 Examples of How to Easily WOW Customers Episode 098: Brian Solis, Where Business Meets Design Episode 329: Be a Customer Experience Change Agent We’re on C-Suite Radio! Check it out for more great podcasts Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. Are you on your Journey to Wow? Leaders everywhere say they want to “wow” their customers. So they create new processes and experiences that look great from within the walls of their organizations. Then they find out customers are saying “wow, that was… awful!” But who hasn’t said that more than once? We all know there are two kinds of “wow,” so why do we forget about this when creating customer experiences? <blockquote> “Customer Experience has a payoff. You have to believe that.” -Shaun Belding </blockquote> Shaun Belding, CEO of the Belding Group, understands how easy it is to miss the mark when creating memorable customer experiences. In fact, his latest book is all about how to create these “wow” experiences without losing sight of customer emotions and what “wow” really means to them. It starts with defining what “wow” really means within the context of your customer experiences, and how that fits into your culture and processes. Then you must realize there’s no end-game where the experience is great, and anticipate the next improvement. <blockquote> "Just because you were great yesterday doesn't mean you're going to be great today." -Shaun Belding </blockquote> In this interview, Shaun breaks down his approach not only to defining the different kinds of “wow” in your experience, but how to put that into a context that’s actually useful, then discover where you need to focus. So we hope listen in then say “Wow, I am so glad I listened to this episode!” <blockquote> “You can’t ask the front lines to be relentless if the CEO isn’t driving it.” -Shaun Belding </blockquote> <h4>Interview Highlights</h4> <ul> <li>What inspired Shaun to write The Journey to Wow in a parable format? [3:00]</li> <li>What’s at stake when leaders seek to create “wow” experiences, and more importantly, how can Shaun’s approach fix that? [6:15]</li> <li>Complacency is a huge enemy of great customer experiences, so how can we get ahead of it? [16:00]</li> </ul> <h3>About our guest</h3> Shaun Belding has been in the customer experience space for 27 years.  (Pretty amazing, since he claims to be only 32 years old…) He is CEO of the Belding Group of companies - an award-winning global customer experience consulting and customer service training company.  He is a bestselling author of six books, published internationally in 12 languages, including the just-released The Journey to WOW. Connect with Shaun <ul> <li><a href="https://www.linkedin.com/in/shaunbelding/" rel="nofollow" target="_blank">LinkedIn</a></li> <li><a href="https://twitter.com/ShaunBelding" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="https://www.amazon.com/Journey-WOW-Outstanding-Customer-Experience-ebook/dp/B07G5N2LNL" rel="nofollow" target="_blank"> Buy Shaun’s book: The Journey to Wow</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/hidden-disasters-customer-experience-design/" rel="bookmark nofollow" target="_blank">How to Avoid Hidden Disasters in Customer Experience Design</a></li> <li>Customers That Stick® post, <a href="https://customersthatstick.com/blog/customer-service-techniques/3-examples-of-how-to-easily-wow-customers/" rel="nofollow" target="_blank"> 3 Examples of How to Easily WOW Customers</a></li> <li>Episode <a href="http://crackthecustomercode.com/098-brian-solis-where-business-meets-design/" rel="noopener noreferrer nofollow" target="_blank">098: Brian Solis, Where Business Meets Design</a></li> <li>Episode <a href="http://crackthecustomercode.com/329-customer-experience-change-agent/" rel="noopener nofollow" target="_blank">329: Be a Customer Experience Change Agent</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

344: Shaun Belding, The Journey to Wow

Jay Baer enlightens us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. Create amazing word of mouth ON PURPOSE with Talk Triggers When it comes to marketing, nothing is more cost-effective than word of mouth. However, we tend to think of word of mouth as organic. We assume it’s something we can’t predict, measure, and control. Maybe you get lucky, and maybe you don't. But what if you could get customers talking on purpose, in ways that are predictable and quantifiable?  "Word of mouth influences between 50 and 90 percent of all purchases.” -Jay Baer  Together with co-author Daniel Lemin, today’s guest Jay Baer has written the book on strategically creating and controlling word of mouth for your brand. It’s called Talk Triggers, and not only do we love this book, but we had the privilege of interviewing Jay to bring you some of the biggest takeaways!  In this interview, Jay explains not just why you need to strategically create Talk Triggers, but HOW to work then into your operations and customer experience strategy. Through tireless research, inspiring case studies, and good old-fashioned experience with his own client success stories at Convince and Convert, Jay Baer has created a formula for making word of mouth intentional, scalable and measurable.  “A Talk Trigger really is a customer experience…it’s a CX dimension.” -Jay Baer  Don’t wait for word-of-mouth to just happen or make assumptions about what your customers will want to share with their friends.  With Jay’s approach to creating Talk Triggers, you will abandon the notion that word of mouth is something you cannot control, and consequently, build insane loyalty with a marketing machine fueled by your best customers.  “A Talk Trigger allows you to do word of mouth on purpose."  -Jay Baer  Interview Highlights  The problem of WOM: What makes something a Talk Trigger? [4:29] What are the five different types of word of mouth, and more importantly, are some more important than others? [6:17] Talk Triggers can be a powerful part of CX strategy, but How do you operationalize this concept? [9:42] Jay shares his six-step process for developing, testing, and believe it or not, measuring the success of Talk Triggers! [12:06] Some Talk Triggers may have a short shelf life, but how can we get ahead of this? [15:00] We talk a lot about adding surprise and delight as Talk Triggers, but what about innovations and new features? [21:43]  About our guest Jay Baer helps businesses clone their customers. He has created five multi-million dollar companies, and is a 7th-generation entrepreneur. He is the President of Convince &amp; Convert, a consulting firm that helps the world's most iconic brands like The United Nations, Nike, 3M, and Oracle use technology to win new customers, and keep the customers they've already earned. A New York Times best-selling author of five books, Jay is the host of the award-winning Social Pros podcast. He's also an avid tequila collector, and a certified barbecue judge. Connect with Jay  Twitter Talk Triggers website Amazing bonus content including worksheets, infographics, and more free resources! Join the Talk Triggers Facebook group  Related Content  360Connext® post, Wired Together: Building Customer Loyalty And Word of Mouth Customers That Stick® post,  3 Examples of How to Easily WOW Customers Episode Search jay baer 096: Jay Baer, Hug Your Haters Episode 152: Daniel Lemin, Manipurated We’re on C-Suite Radio! Check it out for more great podcasts Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Jay Baer enlightens us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. <h3>Create amazing word of mouth ON PURPOSE with Talk Triggers</h3> When it comes to marketing, nothing is more cost-effective than word of mouth. However, we tend to think of word of mouth as organic. We assume it’s something we can’t predict, measure, and control. Maybe you get lucky, and maybe you don't. But what if you could get customers talking on purpose, in ways that are predictable and quantifiable? <blockquote> "Word of mouth influences between 50 and 90 percent of all purchases.” -Jay Baer </blockquote> Together with co-author Daniel Lemin, today’s guest Jay Baer has written the book on strategically creating and controlling word of mouth for your brand. It’s called Talk Triggers, and not only do we love this book, but we had the privilege of interviewing Jay to bring you some of the biggest takeaways! <a href="https://www.talktriggers.com/" rel="nofollow" target="_blank"></a> In this interview, Jay explains not just why you need to strategically create Talk Triggers, but HOW to work then into your operations and customer experience strategy. Through tireless research, inspiring case studies, and good old-fashioned experience with his own client success stories at Convince and Convert, Jay Baer has created a formula for making word of mouth intentional, scalable and measurable. <blockquote> “A Talk Trigger really is a customer experience…it’s a CX dimension.” -Jay Baer </blockquote> Don’t wait for word-of-mouth to just happen or make assumptions about what your customers will want to share with their friends.  With Jay’s approach to creating Talk Triggers, you will abandon the notion that word of mouth is something you cannot control, and consequently, build insane loyalty with a marketing machine fueled by your best customers. <blockquote> “A Talk Trigger allows you to do word of mouth on purpose."  -Jay Baer </blockquote> <h4>Interview Highlights</h4> <ul> <li>The problem of WOM: What makes something a Talk Trigger? [4:29]</li> <li>What are the five different types of word of mouth, and more importantly, are some more important than others? [6:17]</li> <li>Talk Triggers can be a powerful part of CX strategy, but How do you operationalize this concept? [9:42]</li> <li>Jay shares his six-step process for developing, testing, and believe it or not, measuring the success of Talk Triggers! [12:06]</li> <li>Some Talk Triggers may have a short shelf life, but how can we get ahead of this? [15:00]</li> <li>We talk a lot about adding surprise and delight as Talk Triggers, but what about innovations and new features? [21:43]</li> </ul> <h3>About our guest</h3> Jay Baer helps businesses clone their customers. He has created five multi-million dollar companies, and is a 7th-generation entrepreneur. He is the President of Convince &amp; Convert, a consulting firm that helps the world's most iconic brands like The United Nations, Nike, 3M, and Oracle use technology to win new customers, and keep the customers they've already earned. A New York Times best-selling author of five books, Jay is the host of the award-winning Social Pros podcast. He's also an avid tequila collector, and a certified barbecue judge. Connect with Jay <ul> <li><a href="https://twitter.com/jaybaer" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="https://www.talktriggers.com/" rel="nofollow" target="_blank">Talk Triggers website</a></li> <li><a href="https://www.talktriggers.com/resources" rel="nofollow" target="_blank">Amazing bonus content</a> including worksheets, infographics, and more free resources!</li> <li><a href="https://www.facebook.com/groups/666050000443623/" rel="nofollow" target="_blank">Join the Talk Triggers Facebook group</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/building-customer-loyalty-and-word-of-mouth/" rel="bookmark nofollow" target="_blank">Wired Together: Building Customer Loyalty And Word of Mouth</a></li> <li>Customers That Stick® post, <a href="https://customersthatstick.com/blog/customer-service-techniques/3-examples-of-how-to-easily-wow-customers/" rel="nofollow" target="_blank"> 3 Examples of How to Easily WOW Customers</a></li> <li>Episode <a href="http://crackthecustomercode.com/096-jay-baer-hug-your-haters/" rel="noopener noreferrer nofollow" target="_blank">Search jay baer 096: Jay Baer, Hug Your Haters</a></li> <li>Episode <a href="http://crackthecustomercode.com/152-daniel-lemin-manipurated/" rel="noopener nofollow" target="_blank">152: Daniel Lemin, Manipurated</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

347: Jay Baer, Talk Triggers

Jacob Morgan

Adam and Jeannie explore the Future of Work with Futurist, Keynote Speaker, &amp; Best-Selling Author Jacob Morgan. What is the Future of Your Work? The what, when, why and how behind work itself used to be dictated by business owners, but this is changing quickly! In fact, developments in technology, social media and generational values are creating new behaviors every day that will indeed affect the way we and our employees work in the future. Are you in control? More importantly, what should you still be in control of?  “…a lot of this power is shifting to employees.” -Jacob Morgan  Tied directly to the customer experience, providing a frictionless and rewarding employee experience is now more important than ever. We’ve discovered that employees communicate differently than before – sometimes in ways we used to prohibit within the workplace.  “I’m a big believer in as much flexibility as you can give employees.”  -Jacob Morgan  So with all these new behaviors and more on the way, how should we perceive and prepare for the Future of Work, not just in our industries, but in our own workplaces? And how can we maintain a healthy level of control while letting employees work in the ways they feel most productive?  “What should work be, and how do we build what we want it to be?” -Jacob Morgan  Futurist, Keynote Speaker, &amp; Best-Selling Author Jacob Morgan is here to answer some of these questions for us, then help us answer the rest of them for ourselves. Gleaning from insights Jacob uncovered while doing research for his latest book, we discuss the current state of work and how it has evolved, then take a fascinating trip into the future! So why not jump into our time machine (aka press the play button) and discover how to future-proof the work environment you create? Interview Highlights  Jacob discusses the Future of Work in most of what he does, so why is this topic so important? [3:30] Jacob talks about 5 work trends that influence the future, but there’s one we’re really intrigued by! [4:45] How are new behaviors affecting the way we look for jobs or hire new employees? [6:25] If employee experience slips, then so does customer experience. What are the cues leaders should look out for? [9:00] Open office floorplans have become popular, but what is the right environment for your organization? (This is kind of a trick question!) [14:00] We know there’s great value to employee empowerment, so how will we define empowerment in the future? [19:10]  About our guest Jacob Morgan is a three time best-selling author, keynote speaker and futurist who explores the future of work and employee experience. His latest book is The Employee Experience Advantage, which came out in March of this year. Jacob is the creator of The Future of Work University and The Future IF Community. Connect with Jacob  Twitter LinkedIn The Future If - Facebook Group  Explore Jacob's books on Amazon    Related Content  360Connext® post, What’s Your Culture Code? Customers That Stick® post,  Communication: The Most Important Skill in Customer Service Episode 160: Blake Morgan, More is More Episode 304: Arnie Malham, Innovating Culture We’re on C-Suite Radio! Check it out for more great podcasts  Sponsor message: Start creating a successful CX strategy  Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn:  How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term  Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!      Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie explore the Future of Work with Futurist, Keynote Speaker, &amp; Best-Selling Author Jacob Morgan. <h3>What is the Future of Your Work?</h3> The what, when, why and how behind work itself used to be dictated by business owners, but this is changing quickly! In fact, developments in technology, social media and generational values are creating new behaviors every day that will indeed affect the way we and our employees work in the future. Are you in control? More importantly, what should you still be in control of? <blockquote> “…a lot of this power is shifting to employees.” -Jacob Morgan </blockquote> Tied directly to the customer experience, providing a frictionless and rewarding employee experience is now more important than ever. We’ve discovered that employees communicate differently than before – sometimes in ways we used to prohibit within the workplace. <blockquote> “I’m a big believer in as much flexibility as you can give employees.”  -Jacob Morgan </blockquote> So with all these new behaviors and more on the way, how should we perceive and prepare for the Future of Work, not just in our industries, but in our own workplaces? And how can we maintain a healthy level of control while letting employees work in the ways they feel most productive? <blockquote> “What should work be, and how do we build what we want it to be?” -Jacob Morgan </blockquote> Futurist, Keynote Speaker, &amp; Best-Selling Author Jacob Morgan is here to answer some of these questions for us, then help us answer the rest of them for ourselves. Gleaning from insights Jacob uncovered while doing research for his latest book, we discuss the current state of work and how it has evolved, then take a fascinating trip into the future! So why not jump into our time machine (aka press the play button) and discover how to future-proof the work environment you create? <h4>Interview Highlights</h4> <ul> <li>Jacob discusses the Future of Work in most of what he does, so why is this topic so important? [3:30]</li> <li>Jacob talks about 5 work trends that influence the future, but there’s one we’re really intrigued by! [4:45]</li> <li>How are new behaviors affecting the way we look for jobs or hire new employees? [6:25]</li> <li>If employee experience slips, then so does customer experience. What are the cues leaders should look out for? [9:00]</li> <li>Open office floorplans have become popular, but what is the right environment for your organization? (This is kind of a trick question!) [14:00]</li> <li>We know there’s great value to employee empowerment, so how will we define empowerment in the future? [19:10]</li> </ul> <h3>About our guest</h3> Jacob Morgan is a three time best-selling author, keynote speaker and futurist who explores the future of work and employee experience. His latest book is The Employee Experience Advantage, which came out in March of this year. Jacob is the creator of The Future of Work University and The Future IF Community. Connect with Jacob <ul> <li><a href="https://twitter.com/jacobm" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="https://www.linkedin.com/in/jacobmorgan8/" rel="nofollow" target="_blank">LinkedIn</a></li> <li><a href="https://www.facebook.com/groups/thefutureif/" rel="nofollow" target="_blank">The Future If - Facebook Group</a></li> <li><a href="https://www.amazon.com/Jacob-Morgan/e/B00703V3WO/ref=dp_byline_cont_book_1" rel="nofollow" target="_blank"> Explore Jacob's books on Amazon</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/whats-culture-code/" rel="bookmark nofollow" target="_blank">What’s Your Culture Code?</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/customer-service-techniques/communication-the-most-important-skill-in-customer-service/" rel="nofollow" target="_blank"> Communication: The Most Important Skill in Customer Service</a></li> <li>Episode <a href="http://crackthecustomercode.com/160-blake-morgan/" rel="noopener noreferrer nofollow" target="_blank">160: Blake Morgan, More is More</a></li> <li>Episode <a href="http://crackthecustomercode.com/304-arnie-malham-innovating-culture/" rel="noopener noreferrer nofollow" target="_blank">304: Arnie Malham, Innovating Culture</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul> Sponsor message: <h3>Start creating a successful CX strategy</h3> Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. <h4>You will learn:</h4> <ul> <li>How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all</li> <li>What drives a winning customer experience strategy and examples of companies that “get it”</li> <li>How to create a foundation for a customer experience strategy that works for the long term</li> </ul> Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  <h3><a href="http://360connext.com/customer-experience-webinars/" rel="nofollow" target="_blank">Sign Me Up!</a></h3> <h3> </h3> Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

308: Jacob Morgan, The Future of Work 

Danny Schuman

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. Do entrepreneurs need to have a business model? As entrepreneurs, solopreneurs and small business owners, we tend to follow our passions and go with our guts on everything. But sooner or later, we must develop a business model or scaling becomes difficult… or even impossible!  “Sometimes it’s hard to get out of our own way.” -Danny Schuman  It’s tough to develop standards and policies when thus far, we’ve surrounded ourselves with great people, done whatever we do best, and it’s all been working out. While it can feel like we don’t need a business model, serving more clients and maintaining solid relationships with them becomes incredibly difficult. But how can we develop guidelines and rules without losing touch with the passion that brought us here in the first place? As an entrepreneur who beat the odds, Danny Schuman has been asked this question many times, so it inspired him to write a book! In fact, he dug in and interviewed hundreds of entrepreneurs to find the best ways to develop a business model while staying engaged with customers and offering the best possible experiences.  “We often do things that work but we don’t really notice them…” -Danny Schuman  In this episode, we learn some great ways to stay positive, stay focused, put a method behind our madness, and more importantly, leverage what’s been working for us in ways that are scalable. Interview Highlights  Danny’s book is called “The Worst Business Model in the World,” but why do people need to know about that? [2:51] What does UDOT stand for, and more importantly, how does it help entrepreneurs when things go wrong? [6:00] Why dedicate a chapter to hugging clients, and how does it relate to customer experience? [10:14] What does it mean to be unapologetically loyal? [12:59] If it’s really the worst business model, then why on earth do we all do this to ourselves? [16:27]  About our guest Danny Schuman is a writer, marketer, and entrepreneur who has spent his career creating ideas to solve challenges. He founded marketing consultancy Twist in January 2009, working with big and small brands to develop successful brand strategy, focus their message, and bring that message to the right people with great marketing materials. Before founding Twist, Danny wrote and creative directed marketing campaigns that helped build iconic brands like Quaker Oatmeal, Coors Light, and Gatorade. He and Michael Jordan started working on Gatorade on the same day. Michael called Danny “Peanut Butter Jelly Boy,” but that’s a story for another time. His #1 best-selling book The Worst Business Model in the World: A New Kind of Guide for a New Kind of Entrepreneur is available on Amazon! Connect with Danny  Hey UDOTS on Twitter Hey UDOTS on Facebook Website – Twist Your Thinking  Get Danny’s Book  Related Content  360Connext® post, 5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo! Customers That Stick® post,  Keep Stepping to Succeed with Joy Marsden Episode 321: Jesse Cole, Revolutionizing the Ballpark Experience Episode 324: A Good Product Is Not Enough We’re on C-Suite Radio! Check it out for more great podcasts Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. <h3>Do entrepreneurs need to have a business model?</h3> As entrepreneurs, solopreneurs and small business owners, we tend to follow our passions and go with our guts on everything. But sooner or later, we must develop a business model or scaling becomes difficult… or even impossible! <blockquote> “Sometimes it’s hard to get out of our own way.” -Danny Schuman </blockquote> It’s tough to develop standards and policies when thus far, we’ve surrounded ourselves with great people, done whatever we do best, and it’s all been working out. While it can feel like we don’t need a business model, serving more clients and maintaining solid relationships with them becomes incredibly difficult. But how can we develop guidelines and rules without losing touch with the passion that brought us here in the first place? As an entrepreneur who beat the odds, Danny Schuman has been asked this question many times, so it inspired him to write a book! In fact, he dug in and interviewed hundreds of entrepreneurs to find the best ways to develop a business model while staying engaged with customers and offering the best possible experiences. <blockquote> “We often do things that work but we don’t really notice them…” -Danny Schuman </blockquote> In this episode, we learn some great ways to stay positive, stay focused, put a method behind our madness, and more importantly, leverage what’s been working for us in ways that are scalable. <h4>Interview Highlights</h4> <ul> <li>Danny’s book is called “The Worst Business Model in the World,” but why do people need to know about that? [2:51]</li> <li>What does UDOT stand for, and more importantly, how does it help entrepreneurs when things go wrong? [6:00]</li> <li>Why dedicate a chapter to hugging clients, and how does it relate to customer experience? [10:14]</li> <li>What does it mean to be unapologetically loyal? [12:59]</li> <li>If it’s really the worst business model, then why on earth do we all do this to ourselves? [16:27]</li> </ul> <h3>About our guest</h3> Danny Schuman is a writer, marketer, and entrepreneur who has spent his career creating ideas to solve challenges. He founded marketing consultancy Twist in January 2009, working with big and small brands to develop successful brand strategy, focus their message, and bring that message to the right people with great marketing materials. Before founding Twist, Danny wrote and creative directed marketing campaigns that helped build iconic brands like Quaker Oatmeal, Coors Light, and Gatorade. He and Michael Jordan started working on Gatorade on the same day. Michael called Danny “Peanut Butter Jelly Boy,” but that’s a story for another time. His #1 best-selling book The Worst Business Model in the World: A New Kind of Guide for a New Kind of Entrepreneur is available on Amazon! Connect with Danny <ul> <li><a href="https://twitter.com/HeyUDOTS" rel="nofollow" target="_blank">Hey UDOTS on Twitter</a></li> <li><a href="https://www.facebook.com/heyudots/" rel="nofollow" target="_blank">Hey UDOTS on Facebook</a></li> <li><a href="https://twistyourthinking.com/danny-schuman" rel="nofollow" target="_blank">Website – Twist Your Thinking</a></li> <li><a href="https://www.amazon.com/gp/product/069206852X/ref=dbs_a_def_rwt_bibl_vppi_i0" rel="nofollow" target="_blank"> Get Danny’s Book</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/5-tips-for-entrepreneurs-prioritize-or-lose-your-mojo/" rel="bookmark nofollow" target="_blank">5 Tips for Entrepreneurs: Prioritize or Lose Your Mojo!</a></li> <li>Customers That Stick® post, <a href="https://customersthatstick.com/blog/customer-service-video/keep-stepping-to-succeed-video/" rel="nofollow" target="_blank"> Keep Stepping to Succeed with Joy Marsden</a></li> <li>Episode <a href="http://crackthecustomercode.com/321-jesse-cole-revolutionizing-ballpark-experience/" rel="noopener noreferrer nofollow" target="_blank">321: Jesse Cole, Revolutionizing the Ballpark Experience</a></li> <li>Episode <a href="http://crackthecustomercode.com/324-good-product-not-enough/" rel="noopener nofollow" target="_blank">324: A Good Product Is Not Enough</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul>Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

338: Danny Schuman, The Worst Business Model

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

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? Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

410: Is Technology Forcing Customer Service Teams to Do Sales?

Antony Brydon

Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about how it affects customer experience, how it’s changing the current game, and how it’s giving us a glimpse into the changes yet to come. Learn more about your ad choices. Visit megaphone.fm/adchoices

Artificial intelligence (AI) is a big part of our world today, and it’s affecting customer experience as well. That’s why we are here today with our guest Antony Brydon to talk about how it affects customer experience, how it’s changing the current game, and how it’s giving us a glimpse into the changes yet to come. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

393: Antony Brydon, AI Customer Service

The customer wins, the company wins, the team wins, everyone wins! That's the beauty of CX, and that's why it's important. In this episode of Crack the Customer Code, we talk about the latest research that suggests that successful CX programs will continue to grow and succeed, while other CX programs will simply disappear altogether. We are very likely to end up in a world that has only two types of businesses – ones with successful CX initiatives and ones with no CX initiatives whatsoever. Learn more about your ad choices. Visit megaphone.fm/adchoices

The customer wins, the company wins, the team wins, everyone wins! That's the beauty of CX, and that's why it's important. In this episode of Crack the Customer Code, we talk about the latest research that suggests that successful CX programs will continue to grow and succeed, while other CX programs will simply disappear altogether. We are very likely to end up in a world that has only two types of businesses – ones with successful CX initiatives and ones with no CX initiatives whatsoever. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

398: Will CX Become Winner Takes All?

 Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers...on purpose!   Ruling customer emotions with the Peak-End Rule One thing we’ve covered a lot on this show is how to “wow” your customers. But we often forget that an overall wonderful experience can be filled with terrible moment-to-moment experiences, and vice-versa. So what are your customers really feeling after the experience you’ve invested so much in? Does all the surprise and delight you add to your customer experience add up to something your customers will really look back on favorably? It seems pretty simple, but it’s a vexing paradox even the best business leaders struggle to get a grip on!  “Our memory of the experiences is not the average of how we felt throughout the experiences.” - Adam Toporek  This is why business leaders need not only to understand the Peak-End Rule, but to bake it into our customer experience strategies. What do you want customers to remember you for, and are you really approaching this the right way? What are the emotional high and low points in your customer experience, and more importantly, which will customers remember you for? In our last episode, bestselling author Shaun Belding explained there’s more than one kind of “Wow” in customer experiences. So understanding the Peak-End rule goes a long way in helping you make the difference between inspiring customers to say “Wow, let’s do that again!” vs “Wow, that stunk to high heaven!”   Listen in for Adam's expert tips to take charge of these critical emotional tipping points. Related Content  360Connext® post, How to Drive Business Results With The Peak-End Rule Customers That Stick® post, Exceeding Customer Expectations Is Nice but Not Necessary Episode 344: Shaun Belding, The Journey to Wow Episode 321: Jesse Cole, Revolutionizing the Ballpark Experience We're on C-Suite Radio! Check it out for more great podcastsSponsor message  Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers...on purpose! Ruling customer emotions with the Peak-End Rule One thing we’ve covered a lot on this show is how to “wow” your customers. But we often forget that an overall wonderful experience can be filled with terrible moment-to-moment experiences, and vice-versa. So what are your customers really feeling after the experience you’ve invested so much in? Does all the surprise and delight you add to your customer experience add up to something your customers will really look back on favorably? It seems pretty simple, but it’s a vexing paradox even the best business leaders struggle to get a grip on! “Our memory of the experiences is not the average of how we felt throughout the experiences.” - Adam Toporek This is why business leaders need not only to understand the Peak-End Rule, but to bake it into our customer experience strategies. What do you want customers to remember you for, and are you really approaching this the right way? What are the emotional high and low points in your customer experience, and more importantly, which will customers remember you for? In our last episode, bestselling author Shaun Belding explained there’s more than one kind of “Wow” in customer experiences. So understanding the Peak-End rule goes a long way in helping you make the difference between inspiring customers to say “Wow, let’s do that again!” vs “Wow, that stunk to high heaven!”   Listen in for Adam's expert tips to take charge of these critical emotional tipping points. Related Content 360Connext® post, <a href="http://360connext.com/drive-business-results-with-the-peak-end-rule/" rel="nofollow" target="_blank">How to Drive Business Results With The Peak-End Rule</a> Customers That Stick® post, <a href="https://customersthatstick.com/blog/customer-service-techniques/exceeding-customer-expectations-is-nice-but-not-necessary/" rel="nofollow" target="_blank">Exceeding Customer Expectations Is Nice but Not Necessary</a> Episode <a href="http://crackthecustomercode.com/344-shaun-belding-journey-wow/" rel="nofollow" target="_blank">344: Shaun Belding, The Journey to Wow</a> Episode <a href="http://crackthecustomercode.com/321-jesse-cole-revolutionizing-ballpark-experience/" rel="nofollow" target="_blank">321: Jesse Cole, Revolutionizing the Ballpark Experience</a> We're on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a>Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>, that is <a href="http://customerheroworkshop.com" rel="nofollow" target="_blank">customerheroworkshop.com</a>.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

345: Understanding the Peak-End Rule

Anthony Iannarino

Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. Closing in on meaningful relationships with Anthony Iannarino Automation is great, but it makes creating lasting relationships with sales prospects much harder. What’s more, dated sales tactics drive what we don't automate. So that personal attention we’re giving often chalks up to wasted energy where both salespeople and customers are concerned. While automation and dated closing tactics may lead to better sales for the short-term, they lack the Customers today are smarter, busier, and demand more meaningful engagement from the companies they do business with.  “You only need 2 things to be a trusted advisor: You need trust, and you need advice.” -Anthony Iannarino  Not only to close more sales, but to create better long-term value from clients and prospects, we need to become “trusted advisors” to our customers, not just salespeople. So in this ever-connected, fast-moving world, that means finding the right balance between technology and one-on-one engagement. It’s not an easy thing to do!  “The end close where I ask you for your business is either the easiest thing to do in the world or the most difficult.” -Anthony Iannarino  We’re lucky to have leading sales expert Anthony Iannarino to help us sort these things out! In fact, we found that most of us could benefit from a better approach. In this episode, Anthony shares his world-class sales experience and tips from his bestselling books. He shares his very best advice on building trust, using automation, researching prospects, amazing closing techniques, and more! Interview Highlights  What piqued Anthony’s interest in helping others produce better sales results? [4:40] Anthony outlines modern challenges in becoming a trusted advisor to customers, rather than just a salesperson. [7:10] Researching sales prospects online helps start relationships on a more meaningful level, but Anthony has an interesting take on this. [9:20] Anthony shares tips for balancing automation with human interaction, and how to anticipate when a distinction is necessary. [14:00] Anthony shares highlights from his book The Lost Art of Closing to help us understand better closing techniques. [17:20] How can we counsel salespeople to not only make reasonable, meaningful promises, but always deliver on them? [21:40] Many sales professionals believe in the concept of “under-promising and over-delivering,” but Anthony has a better idea... [26:10]  About our guest Anthony Iannarino is an international speaker, bestselling author of two books, and a sales leader. Anthony is the Managing Director of B2B Sales Coach &amp; Consultancy, a coaching and consulting firm he started in 2007. Anthony has worked for—and spoken to—global giants like Accenture, Abbot Laboratories, IDEXX, NetJets, Novo Nordisk, BAE Systems, Toro, TransUnion, Wells Fargo, General Electric, RR Donnelly, Wells Fargo, and CH Robinson. Anthony graduated from Capital University with a summa cum laude dual major in Political Science and English Literature. He then attended Capital University Law School on the Dean’s Academic Scholarship. He also attended Harvard Business School, completing their Owner President Manager Executive Education program. Anthony is internationally recognized as a thought leader in sales and leadership, with his award winning The Sales Blog being read by 65,000 people each month. His Sunday Newsletter reaches 80,000 people each week. Anthony has been named one the 50 most influential people in sales by Top Sales World. He was also named one of the 25 most influential people in sales and marketing by Open View Partners. In addition to writing daily at The Sales Blog since 2010 and posting a daily vlog on YouTube, Anthony is also a contributing editor at SUCCESS Magazine and ThinkSales Magazine. He also writes an occasional column for Selling Power Magazine and Forbes Magazine. Anthony’s first book, The Only Sales Guide You’ll Ever Need, released in October, 2016 is a national bestseller. His second book, The Lost Art of Closing: Winning the Ten Commitments That Drive Sales was released on August 8th and immediately shot up to number 1 in new releases in sales and selling. Anthony’s books have already been translated into two forms of Chinese, Italian, Polish, Arabic, and Indonesian. Connect with Anthony  Twitter LinkedIn Facebook YouTube Website  Related Content  360Connext® post, Which Comes First? Customer Experience or Sales? Customers That Stick® post,  5 Lessons Salespeople Can Teach Customer Service Professionals Episode 263: Merit Gest, Sales Engagement Episode 104: Pat Helmers, Sales Babble Podcast We’re on C-Suite Radio! Check it out for more great podcasts  Sponsor message: Start creating a successful CX strategy  Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn:  How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term  Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!      Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. <h3>Closing in on meaningful relationships with Anthony Iannarino</h3> Automation is great, but it makes creating lasting relationships with sales prospects much harder. What’s more, dated sales tactics drive what we don't automate. So that personal attention we’re giving often chalks up to wasted energy where both salespeople and customers are concerned. While automation and dated closing tactics may lead to better sales for the short-term, they lack the Customers today are smarter, busier, and demand more meaningful engagement from the companies they do business with. <blockquote> “You only need 2 things to be a trusted advisor: You need trust, and you need advice.” -Anthony Iannarino </blockquote> Not only to close more sales, but to create better long-term value from clients and prospects, we need to become “trusted advisors” to our customers, not just salespeople. So in this ever-connected, fast-moving world, that means finding the right balance between technology and one-on-one engagement. It’s not an easy thing to do! <blockquote> “The end close where I ask you for your business is either the easiest thing to do in the world or the most difficult.” -Anthony Iannarino </blockquote> We’re lucky to have leading sales expert Anthony Iannarino to help us sort these things out! In fact, we found that most of us could benefit from a better approach. In this episode, Anthony shares his world-class sales experience and tips from his bestselling books. He shares his very best advice on building trust, using automation, researching prospects, amazing closing techniques, and more! <h4>Interview Highlights</h4> <ul> <li>What piqued Anthony’s interest in helping others produce better sales results? [4:40]</li> <li>Anthony outlines modern challenges in becoming a trusted advisor to customers, rather than just a salesperson. [7:10]</li> <li>Researching sales prospects online helps start relationships on a more meaningful level, but Anthony has an interesting take on this. [9:20]</li> <li>Anthony shares tips for balancing automation with human interaction, and how to anticipate when a distinction is necessary. [14:00]</li> <li>Anthony shares highlights from his book The Lost Art of Closing to help us understand better closing techniques. [17:20]</li> <li>How can we counsel salespeople to not only make reasonable, meaningful promises, but always deliver on them? [21:40]</li> <li>Many sales professionals believe in the concept of “under-promising and over-delivering,” but Anthony has a better idea... [26:10]</li> </ul> <h3>About our guest</h3> Anthony Iannarino is an international speaker, bestselling author of two books, and a sales leader. Anthony is the Managing Director of B2B Sales Coach &amp; Consultancy, a coaching and consulting firm he started in 2007. Anthony has worked for—and spoken to—global giants like Accenture, Abbot Laboratories, IDEXX, NetJets, Novo Nordisk, BAE Systems, Toro, TransUnion, Wells Fargo, General Electric, RR Donnelly, Wells Fargo, and CH Robinson. Anthony graduated from Capital University with a summa cum laude dual major in Political Science and English Literature. He then attended Capital University Law School on the Dean’s Academic Scholarship. He also attended Harvard Business School, completing their Owner President Manager Executive Education program. Anthony is internationally recognized as a thought leader in sales and leadership, with his award winning The Sales Blog being read by 65,000 people each month. His Sunday Newsletter reaches 80,000 people each week. Anthony has been named one the 50 most influential people in sales by Top Sales World. He was also named one of the 25 most influential people in sales and marketing by Open View Partners. In addition to writing daily at The Sales Blog since 2010 and posting a daily vlog on YouTube, Anthony is also a contributing editor at SUCCESS Magazine and ThinkSales Magazine. He also writes an occasional column for Selling Power Magazine and Forbes Magazine. Anthony’s first book, The Only Sales Guide You’ll Ever Need, released in October, 2016 is a national bestseller. His second book, The Lost Art of Closing: Winning the Ten Commitments That Drive Sales was released on August 8th and immediately shot up to number 1 in new releases in sales and selling. Anthony’s books have already been translated into two forms of Chinese, Italian, Polish, Arabic, and Indonesian. Connect with Anthony <ul> <li><a href="http://www.twitter.com/iannarino" rel="nofollow" target="_blank">Twitter</a></li> <li><a href="http://www.linkedin.com/in/iannarino" rel="nofollow" target="_blank">LinkedIn</a></li> <li><a href="https://www.facebook.com/thesalesblog" rel="nofollow" target="_blank">Facebook</a></li> <li><a href="https://www.youtube.com/user/iannarino" rel="nofollow" target="_blank">YouTube</a></li> <li><a href="https://thesalesblog.com/" rel="nofollow" target="_blank">Website</a></li> </ul> <h3>Related Content</h3> <ul> <li>360Connext® post, <a href="http://360connext.com/comes-first-customer-experience-sales/" rel="bookmark nofollow" target="_blank">Which Comes First? Customer Experience or Sales?</a></li> <li>Customers That Stick® post, <a href="http://customersthatstick.com/blog/customer-service-techniques/5-lessons-salespeople-can-teach-customer-service-professionals/" rel="nofollow" target="_blank"> 5 Lessons Salespeople Can Teach Customer Service Professionals</a></li> <li>Episode <a href="http://crackthecustomercode.com/263-merit-gest-sales-engagement/" rel="noopener noreferrer nofollow" target="_blank">263: Merit Gest, Sales Engagement</a></li> <li>Episode <a href="http://crackthecustomercode.com/104-pat-helmers-sales-babble-podcast/" rel="noopener noreferrer nofollow" target="_blank">104: Pat Helmers, Sales Babble Podcast</a></li> <li>We’re on C-Suite Radio!<a href="http://www.c-suiteradio.com/shows/crack-customer-code/" rel="nofollow" target="_blank"> Check it out for more great podcasts</a></li> </ul> Sponsor message: <h3>Start creating a successful CX strategy</h3> Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. <h4>You will learn:</h4> <ul> <li>How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all</li> <li>What drives a winning customer experience strategy and examples of companies that “get it”</li> <li>How to create a foundation for a customer experience strategy that works for the long term</li> </ul> Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  <h3><a href="http://360connext.com/customer-experience-webinars/" rel="nofollow" target="_blank">Sign Me Up!</a></h3> <h3> </h3> Take care of yourself and take care of your customers. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

286: Anthony Iannarino, Commitments Are for Closers

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