Podcasts de customer

261: Thoughts on First Contact Resolution

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

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262: Ecommerce Still Not Getting It Right

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

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263: Merit Gest, Sales Engagement

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

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264: (Tip) Mobile Potential

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

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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...

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266: Chip Bell, Innovating Service

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

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267: 3 Questions for Employees

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

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268: Microchipping Employees

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

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269: We’re Listening

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

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270: John-Paul Narowski, KarmaCRM

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

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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...

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273: (Tip) What Is a Moment of Truth?

Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within...

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274: Nienke Bloem, Gamifying Customer Experience

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

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275: (Tip) Go Negative with Your Training

Should you avoid all negativity in customer service training? Adam shares research data, case...

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276: Nora Burns, HR Undercover

Jeannie and Adam explore hiring and new employee processes from the candidate's perspective with...

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277: 5 Digital Experience Offenses

Jeannie shares her expertise in digital experience evaluation with 5 sales-killing offenses even...

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279: Is Efficient Customer Service Best?

Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges...

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280: Lesley Lykins, CX Day

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

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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...

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282: Stephen Shapiro, Innovating Customer Experience

Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to...

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