479 episodes

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.

Crack the Customer Code C-Suite Radio

    • Business
    • 5.0 • 36 Ratings

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.

    473: Bourbon Summit, Season Finale

    473: Bourbon Summit, Season Finale

    This is one of the longest Bourbon Summits in the show's history, and Jeannie and Adam survived, don't worry! But more importantly, it was one of the longest as so many things had to be covered. From the changes to the world of CX to a recapitulation of what the show's guests covered, there's so much to hear, so crack open a bottle of your favorite drink and tune in.
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    • 30 min
    472: Marlanges Simar, Prime Therapeutics

    472: Marlanges Simar, Prime Therapeutics

    It's incredibly challenging being the CX leader, especially when you're always looking for support from the rest of the organization. That's why the advice Marlanges Simar has is so powerful and energizing. More importantly, it's bound to help any CX leader out there.
    Marlanges collaborates with stakeholders and leads a team with the clear purpose of solving customer problems and helping them achieve their goals. More importantly, she runs programs that get employees to think of customers as the organization's central focus. Currently, she is working as the Director of Customer Experience at Prime Therapeutics.
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    • 26 min
    471: When the Frontline is the Last to Know

    471: When the Frontline is the Last to Know

    Recently, there have been so many changes with the rapidly evolving technology and the pandemic, but something hasn't been included – the frontline workers. This always leads to problems as your frontline workers are the ones customers contact, and if they are not in the loop, you'll only create a bad customer experience.
    It's crucial now more than ever to keep your employees in the loop not only for the customers but also for the workers' morale. You can only create more problems for the entire company if you don't, which is why Jeannie and Adam will discuss how to solve this widespread issue.
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    • 12 min
    470: Dan Gingiss, The Experience Maker

    470: Dan Gingiss, The Experience Maker

    Dan wants you to create a memorable experience for your customers, as that will turn you into an experience maker, which always leads to success. He has a lot of advice to give you on achieving this goal, how the pandemic has influenced a greater need for change, and so much more. You’ll see that all of this is possible, no matter the type of company you’re in.
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    • 27 min
    469: Frictionless vs. Memorable CX

    469: Frictionless vs. Memorable CX

    Frictionless vs. memorable. Do you have to choose either, or can your business manage both? It's a tricky question to answer, especially since so few brands are successful at being both memorable and frictionless at the same time. The research shows that at a certain point, you'll have to choose whether to be increasingly frictionless or increasingly memorable. You need to understand when these two go together and when they have to split.
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    • 11 min
    468: Greg Lisiewski

    468: Greg Lisiewski

    The way we view the payment part of the customer journey needs to change, and it needs to become another important part of what we look into in the customer experience segment. Greg Lisiewski from PayPal has a lot of useful advice he can give you on why payments matter, what PayPal is doing to improve this segment, and so much more. If you want to make this as simple and unobtrusive for the customer and subsequently increase conversions, then this episode has the insights you are hoping to get.
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    • 27 min

Customer Reviews

5.0 out of 5
36 Ratings

36 Ratings

Potato_is_good ,

Amazing Podcast

This podcast is as entertaining as it is useful. Every episode is packed with valuable information, but Adam and Jeannie know how to keep things interesting. Especially recommend this to anyone who is interested in developing more meaningful relationships with their customers.

MrEddieTurnerJr ,

One of the Best Podcasts Available

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!

Brooke Craven ,

Awesome Podcast!!

Adam & Jeannie, hosts of the Crack the Customer Code podcast, highlights all aspects of customer service and more in this can’t miss podcast. The host and expert guests offer insightful information and advice that is helpful to anyone that listens!

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