service podcasts

255: (Tip) Your Org Chart vs. Your Customers

Jeannie shares 3 tips to prevent organizational structure from negatively affecting the customer experience. How...

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258: (Tip) Making Sure Your Team Knows Their Goals

 Adam and Jeannie share tips for helping employees understand, align, and stay motivated to achieve goals. You’re...

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259: Predicting Behavior and Risk

Jeannie and Adam discuss creative ways predicting behavior and risk without investing in advanced technology....

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261: Thoughts on First Contact Resolution

Adam shares surprising statistics about first contact resolution, why it’s important, and tips for putting this...

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262: Ecommerce Still Not Getting It Right

Adam and Jeannie explore recent research about prevailing ecommerce experience pet peeves and offer creative...

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263: Merit Gest, Sales Engagement

Adam and Jeannie interview Merit Gest to discuss powerful sales engagement and onboarding strategies for...

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264: (Tip) Mobile Potential

Adam and Jeannie share tips to unlock your full mobile potential and deliver what customers need most in the moment....

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265: (Tip) Chatbots and Humans

Jeannie and Adam share research and expert tips for getting chatbots and humans to work together in harmony. Are...

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266: Chip Bell, Innovating Service

Adam and Jeannie interview bestselling author Chip Bell to discover how the best brands are innovating service to...

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267: 3 Questions for Employees

Jeannie shares 3 powerful questions to assess and improve employee engagement for better business outcomes. How...

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268: Microchipping Employees

Jeannie and Adam discuss microchipping employees with RFID devices and how this tech may affect culture and the...

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269: We’re Listening

Adam and Jeannie announce exciting changes to our show inspired by feedback from our our fans, friends and listeners....

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270: John-Paul Narowski, KarmaCRM

Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer...

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271: Take It To the Top – Tesla’s New Strategy

Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues....

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274: Nienke Bloem, Gamifying Customer Experience

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer...

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280: Lesley Lykins, CX Day

In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer...

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281: CX Clichés and Overused Examples

Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric...

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283: Pay Attention to Customers

Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer...

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284: Nick Francis, HelpScout Customer Service

Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and...

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285: When to Disclose Bad News to Customers?

Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers....

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