241: (Tip) Understanding Customer Touchpoints
Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and...
05:59
241: (Tip) Understanding Customer Touchpoints
Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and...
05:59
242: Jason Forrest, The Power of Customer Certainty
In this special edition live from C-Suite Network conference, three-time Stevie Award winner...
12:21
243: How Corporate Myths Hurt Customers
Adam and Jeannie explore how corporate myths affect culture and customer experience, ways to...
10:56
244: (Tip) The Magic of 1-to-1 Experiences
Adam shares his thoughts on the importance of 1-to-1 experiences as we hand parts of the...
03:35
245: Vicky Smitley, Business Plans and CX
In this special edition “live” from C-Suite Network conference, we discuss the importance of...
11:38
246: Chase Clemons, Basecamp’s Customer Service Ethic
Adam and Jeannie discuss Basecamp’s customer service ethic and tackle some of the top challenges...
23:44
247: (Tip) 3 Powerful Questions
Jeannie shares 3 powerful questions to get actionable feedback from customers. Powerful...
03:59
Adam and Jeannie explore some universal customer tipping points, or moments of truth in the...
06:06
249: How Customer Service Training Goes Wrong
Adam and Jeannie discuss several ways customer service training goes wrong, how that impacts the...
10:10
250: (Tip) Speed Up Your Customer’s Experience
Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital...
05:24
251: (Tip) 3 OTHER Customer Segments
Jeannie and Adam explore critical customer segments that typically get ignored when designing...
06:26
252: Alison Herzog, Dell Customer Experience
Adam and Jeannie interview Alison Herzog, head of global social business strategy at Dell, about...
25:17
253: (Tip) Situational Awareness in Customer Service
Jeannie and Adam report live from the National Speakers Association’s Influence 2017 conference...
05:56
254: Rocky Romanella, Tighten the Lug Nuts
Jeannie and Adam interview Rocky Romanella, author of Tighten the Lug Nuts:The Principles of...
25:41
255: (Tip) Your Org Chart vs. Your Customers
Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer...
05:12
257: Pat Iyer, Legal Nurse Podcast
Jeannie and Adam interview author and medical liability expert Pat Iyer live from the NSA...
13:32
258: (Tip) Making Sure Your Team Knows Their Goals
Adam and Jeannie share tips for helping employees understand, align, and stay motivated to...
07:29
259: Predicting Behavior and Risk
Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced...
11:21
260: Julie Ann Sullivan, Employee Attitudes
Jeannie and Adam interview podcaster and employee attitudes expert Julie Ann Sullivan live from...
18:50
261: Thoughts on First Contact Resolution
Adam shares surprising statistics about first contact resolution, why it’s important, and tips...
05:23