Crack the Customer Code

Jeannie and Adam celebrate 300 episodes by sharing outrageous predictions for the distant future of customer experience and customer service.

300 episodes and counting...Celebrate with us!

When we started this podcast back in 2015, the idea of having even 100 episodes seemed so far away. But sine then, we’ve celebrated 100, 200, and now (drumroll, please) 300 episodes!

This reminds us of how not so long ago, customer experience was something most leaders had never heard of, and excellent customer service just meant being speedy and polite. But now customer experience is a must-have focus in business, and excellent customer service is experience-driven and baked into the DNA of our favorite companies.

“We learn from our guests, we learn from our listeners, and we learn from each other.” -Adam Toporek

So we’re taking this opportunity to think ahead. Like, way ahead! What will customer experiences be like 1oo years from now? And how will leaders design and deliver those future experiences? We’re looking at things that may seem impossible today, but given the rapid pace at which business technology and customer-focused practices have grown, don’t seem so far-fetched after all!

“We’re talking about #custexp in the same way that back in the 90’s we talked about the internet.” -Jeannie Walters

We’re so glad you’re able to join us for this celebration! Listen in for fun predictions, and a surprise addition from one of our multitalented hosts.

Related Content

• 360Connext® post, The Best CX Leaders ROCK at These 3 Things
• Customers That Stick® post, A Guide to Customer Service Higher Education
• Episode 100: Customer Service 100 Years Ago
• Our Special 200th Episode - This is a MUST-LISTEN if you haven't yet!
• We're on C-Suite Radio! Check it out for more great podcasts

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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.

• 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!

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Jeannie and Adam discuss the concept of social responsibility with Anne Bahr Thompson, author of Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit.

Customers today expect a lot more from brands, but it’s not just about transparency and great service. Brands are now expected to be socially responsible when it comes to social, political and moral issues.

But being socially responsible is much more complicated and sensitive than you may think. Although it’s great for a brand to say they support a certain cause or take a stance on a political issue, customers can easily access information that contradicts what the brand has said publicly.

“In a social world, declaring your position really places you in control of your own reputation.” -Anne Bahr Thompson

It’s easy to alienate customers by taking a stand, but when we don’t, customers will do their homework to find out what’s going behind the scenes then fill in the blanks for themselves. In fact, they will even judge your brand based on things like who your suppliers are and how they stand on a certain issue.

“Trust is really hard to gain today because people are really savvy.” -Anne Bahr Thompson

But it’s not all about avoiding bad publicity, or even creating any publicity, for that matter. Taking a stand and developing a sense of social responsibility leads to stronger company culture, happier, more productive employees, and better profits overall.

“Building a corporate culture that’s about trust will actually make you more profitable in the long term, no matter what you’re doing.” -Anne Bahr Thompson

So how does your company view corporate citizenship?

Perhaps you’d like to take a stand but aren’t sure how to align it with your strategy for success. Or maybe your customers are asking questions you’re afraid to answer. Whatever the case is, customers want to do business with brands that do good, and they want proof.

Whatever you’re doing, don’t miss this interview with Anne Bahr Thompson, author of Do Good: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Listen in to learn how your brand can strike the right balance.

• Doing good is a simple idea, but why is it more complicated for brands? [2:47]
• Social responsibility builds trust, so we asked Anne to outline the 5 steps to building trust and identify which are the most important. [6:45]
• It’s easy for brands to go too far (or not far enough) politically, but some strike just the right balance. How do they do it? [9:40]
• Brands are now in positions where they’re forced to take a stand, but what about those who just want to stick to business? [16:30]

About our guest

Named Trust Across America 2018 Top Thought Leader in Trust, Anne Bahr Thompson has been inspiring business leaders to use their brands as a motivating force for change for many years. With more than 25 years of experience as a global brand strategist, Anne is the author of DO GOOD, which explains her pioneering model of Brand Citizenship® – and the cultural dynamics that led to the creation of the model. A former executive director of strategy and planning and the head of consulting at Interbrand, the world’s leading brand consultancy, Anne is the founder of Onesixtyfourth, a boutique consultancy that helps companies align purpose and profit by integrating cultural shifts and a social conscience into brand development.

Connect with Anne

• LinkedIn
• Twitter
• Website
• Learn more about Anne’s book and how to order

Related Content

• 360Connext® post, How are Marketing and PR Setting Your Customer’s Expectations?
• Customers That Stick® post, 3 Examples of How to Easily WOW Customers
• Episode 083: Cause Marketing Done Well
• Episode 118: David Williams, Make-A-Wish
• We’re on C-Suite Radio! Check it out for more great podcasts

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Are you ready to build a customer exper...

Jeannie Walters CCXP explains how to find and leverage key moments that are typically overlooked, but have a great emotional impact on how customers perceive and remember the customer journey.

Are you aware of the key moments in your customer journey?

Are you focused on the customer journey? I mean REALLY focused? Most business leaders say they are, but few dive deep enough to uncover the commonly overlooked moments that can punctuate an otherwise great experience with negative emotions. On the other hand, these moments have the potential to delight customers and make a positive impression they’ll remember and talk about.

So when you think of customer experience on this scale, the customer journey is filled with these moments. How do you find them? How do you know if they matter? More importantly, how can you make them painless, then take the extra step to make them special?

“If your environment is off, so is your Customer Experience” -Jeannie Walters

Jeannie has been recognized as the authority on Micro Moments, and she’s got you covered! In fact, Jeannie’s signature keynote on this subject was delivered live at TEDx, and she wants to share some new insights with you!

This episode is loaded with powerful tips and examples of how these tiny moments can spell disaster for your customer journey, or create moments of delight with a few simple tweaks.

Customer emotions are fragile and fickle. But you have the power to fill the customer journey with positive emotions, every step of the way. Don’t blow it by focusing only on the big stuff.

“I want you to sweat the small stuff. I want you to start worrying about details.” -Jeannie Walters via TEDx

Share YOUR micro moments!

Have you identified any powerful Micro Moments in your customer journey, or as part of an experience you’ve had as a customer? Then share them with Jeannie! She loves hearing your stories and can’t get enough of ‘em!

Connect with Jeannie

• LinkedIn
• Twitter
• Website

Related Content

• 360Connext® post,Emotion IS The Experience: Microinteractions Infographic
• Customers That Stick® post, It’s Never too Late to Win with Customer Experience: The Comcast Turnaround
• Episode 344: Shaun Belding, The Journey to Wow
• Episode 333: Don’t Make Assumptions About Your Customer’s Journey
• We're on C-Suite Radio! Check it out for more great podcasts

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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.

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Adam shares 7 ways to deliver a faster customer experience without sacrificing quality, vital details, or personalization.

Who doesn’t want a faster customer experience!?

With more on their plates and fewer resources, customers are busier than ever before. So in most customer experiences, time is of the essence. But nobody wants to feel rushed through a transaction, left without direction, or treated in a cold, impersonal manner.

Whatever you’re selling, the pressure is on you to deliver better, more personalized experiences... and in less time! What can you do to create speedier experiences without making them less memorable and rewarding?

“The need for speed is no longer an option.” -Adam Toporek

Believe it or not, you can make a huge difference with little or no additional investment, and in many cases, using (or losing) resources you already have.

Today, Adam has 7 (yes, seven!) tips you can use today to start saving time for yourself and your customers, while actually improving the overall experience.

Do you have 10 minutes to save countless hours for your customers? Get your notepad ready and listen in!

Related Content

• 360Connext® post, Customers Want Convenience on Their Terms, Not Yours
• Episode 045: The Customer Effort Score
• Episode 151: Bringing the Experience to the Customers
• 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

• Goodsnitch, the “Anti-Yelp”: Snitches don’t end up in ditches!
• Jennifer Maldonado, Sr. Business Analyst & Voice of the Gamer program owner at Activision
• Customer Hero: Middle School Entrepreneur fills a Huge Customer Experience Gap

SPONSOR MESSAGE

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Get your whole organization started on the right foot with a CXI® Touchpoint Inventory Workshop. 360Connext uses a trademarked method that’s designed to transcend silos and tell the whole story from the customer’s perspective. These workshops are proven to help companies across many industries align their priorities, strengthen a customer-centric culture, and make improvements where they are needed the most.

2016 is right around the corner! Visit 360connext.com to get started today!

Is this new “Anti-Yelp” company starting a revolution in gathering customer feedback?

Adam and Jeannie talk about Goodsnitch, a new company that allows businesses to gather honest customer feedback on a private basis.

Would customers rather contact you directly than “light you up” on Yelp or other public channels? Goodsnitch could make the difference for customers seeking real solutions instead of retribution, and for business owners who want a fair chance to make things right.

Discussion begins at 01:45

Jennifer Maldonado, Sr. Business Analyst & Voice of the Gamer program owner at Activision

Jennifer discusses how she implemented her Voice of the Customer expertise in the new Voice of the Gamer program at Activision. Is the approach to customer experience different in the video game industry?

Jennifer stresses the importance and benefits of handling customer issues in-channel as opposed to the traditional model of sending the customer to another channel, like a web page or phone number, or even another company, to solve an issue.

Jennifer also explains new ways to request customer feedback, and how rewording survey questions can make a huge difference when generating Customer Effort Scores.

Discussion begins at 07:13

Customer Hero, Customer Zero: Pint-Sized Entrepreneur Fills a Huge Customer experience Gap

Have you heard of Franklin Barbecue in Austin? They are so popular that customers flock in from all over the country and have to wait in long lines to get their food.

Desmond, a middle school student, has the answer for these long lines. You won’t believe what this young genius has done to help fill the customer experience gap for this popular take-out restaurant.

Desmond’s venture has inspired Adam and Jeannie to discuss the “add-on” customer experience. Can third parties that step in to improve upon the experiences we provide give us clues about our next innovations?

Discussion begins at 24:28

People, Places, and Things from the Podcast:

Guest Speaker / People

• Jennifer Maldonado has served and dedicated Voice of the Customer and Customer Experience roles for seven years. She recently launched Activision's Voice of the Gamer program and manages the company's Customer Service Analytics team. Jennifer places a heavy focus on process redesign and foundational work enabling trustworthy data and actionable insights, as well as on fostering a client-centric culture by way of storytelling and socializing the Voice and the Customer. LinkedIn | Twitter
• Goodsnitch
• Activision
• Franklin Barbecue
• BBQ FastPass

Take care of yourself and take care of your customers.

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