506 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 Adam and Jeannie

    • Business
    • 5.0 • 38 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.

    500: Bourbon Summit

    500: Bourbon Summit

    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.
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    • 29 min
    499: The Present and Future of CX

    499: The Present and Future of CX

    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.
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    • 22 min
    498: Jay Baer, The Need for Speed

    498: Jay Baer, The Need for Speed

    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.
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    • 33 min
    497: Looking Back on CX

    497: Looking Back on CX

    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. 
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    • 21 min
    496: Jeff Toister, The Guaranteed Experience

    496: Jeff Toister, The Guaranteed Experience

    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.
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    • 29 min
    495: Common CX Mistakes

    495: Common CX Mistakes

    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.
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    • 25 min

Customer Reviews

5.0 out of 5
38 Ratings

38 Ratings

Arlie K ,

Cracking the code, one episode at a time! 🔓

Finally, a podcast that truly lives up to its name! Jeannie and Adam consistently offer actionable strategies to level up your customer relationships. Every episode is engaging, informative, and value-packed! Highly recommend.

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!

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