How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here t ...
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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 provid ...
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The Better Leadership Team Show helps growth-minded, mid-market CEO's to grow their business without losing their minds. It’s hosted by Leadership Team Coach, Mike Goldman. If you find yourself overwhelmed by all of the obstacles in the way to building a great business, this show will help you improve top and bottom-line growth, fulfillment and the value your company adds to the world. If you want to save years of frustration, time and dollars trying to figure it out on your own, check out t ...
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How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization's core goals. By mapping out the custome…
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In this episode of Mike on the Mic, I explore why many leaders tend to over-invest in low performers and under-invest in high performers despite the latter group having the most potential for growth. Emphasizing the importance of focusing on high performers and I’ll offer 11 actionable steps to better engage and retain these valuable team members. …
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Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate…
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In this Mike on the Mic episode, I dive deep into the importance of setting clear expectations within your organization. Learn why unclear expectations often lead to unacceptable results and discover practical strategies to establish measurable and actionable goals. I explore the difference between productivity and performance, the significance of …
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Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a comp…
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Employee Stock Ownership Plans with Jeremy Huish
41:20
41:20
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In this episode of the Better Leadership team Show, I chat with Jeremy Huish, VP at Corporate Transition Consulting, about the benefits of Employee Stock Ownership Plans (ESOPs). Jeremy shares his journey from tax attorney to ESOP advocate, explaining how ESOPs benefit business owners, companies, and employees. Jeremy Huish started his career as a …
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Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it's so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about cus…
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Creating a Destination Workplace with Betsy-Allen Manning
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In this episode of The Better Leadership Team Show, I dive into the art of creating a destination workplace with the incredible Betsy Allen Manning. Featured on major networks such as Fox, CBS, ABC, NBC, and TEDx, Betsy is an internationally recognized leadership speaker, best-selling author, and company culture expert. As the owner of Destination …
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Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from former Crack the Customer Code podcast partner and current friend Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharp…
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In this Mike on the Mic episode, I dive into the essential ground rules that every leadership team should follow to foster a productive, collaborative, and high-performing organization. Learn how to enhance your team's decision-making, debate skills, and relationships through six key principles: Brutal Honesty No Shame, No Blame Disagree and Commit…
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We unravel how customer success principles are reshaping B2B industries on this CX Pulse Check edition of the Experience Action Podcast with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization. We'll il…
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Selling Your Business with Sunny Vanderbeck
54:50
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In this episode of the Better Leadership Team Show, we dive into the key ideas and insights from the author of the book 'Selling Without Selling Out,' exploring strategies and principles for effective and ethical sales. Sunny Vanderbeck began his leadership journey as a Section Leader of the 2nd Ranger Battalion (U.S. Special Operations Command), w…
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The ROI of Team Happiness with Tia Graham
39:41
39:41
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In this episode of The Better Leadership Team Show, I chat with Tia Graham, a dynamic keynote speaker, bestselling author, and expert in positive psychology and leadership. We dive deep into the importance of psychological safety in leadership, how to define and cultivate happiness at work, and Tia’s "Happy Leader Methodology." Tia shares insightfu…
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Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares vital insights into managing customer experience amid significant cybersecurity incidents. We'll explore the necessity of open, honest communication and how to maintain customer trust even when service disru…
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Giving and Receiving Powerful Feedback with Treena Huang
39:12
39:12
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Treena Huang is an expert in transforming team cultures towards higher performance and trust. As a highly sought after coach, Treena's unique Live 360 Feedback approach trains the skills necessary to communicate with both candor and kindness. Before becoming a leadership coach, Treena served as a UN official, working in high-stakes political settin…
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Why do so many businesses fail to connect their overall strategy with the customer experience they provide? Hear some key differences and intersections between customer experience consulting and management or strategy consulting in this eye-opening episode. Your host, Jeannie Walters, will break down how management consulting often zeroes in on bro…
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On this Mike on the Mic episode, I’ll be breaking down the chaos of distinguishing the differences between targets, KPIs, and priorities. I explore how vague terminology often leads to confusion within teams, especially leadership teams, impacting overall organizational clarity. I’ll help tackle the pitfalls of using amorphous language when discuss…
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Let's transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization's CX initiatives? In this episode, we'll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company. Hear how t…
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Emotional Intelligence and Business Outcomes with Meg Poag
39:27
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In this episode of the Better Leadership Team Show, I speak with Meg Poag. She stands at the intersection of leadership excellence and transformative consultancy. A best-selling author of “The Adversity Hack,” Meg is a visionary known both locally and nationally for her passion and prowess in empowering leaders. Her goal? Drive change, produce rema…
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Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators' Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are …
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Improving Your Leadership Team – Where Do You Start?
30:45
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In this Mike on the Mic episode, I go into the key characteristics of a phenomenal company, and I'll take a deep dive into how you can assess your team's performance against these benchmarks. But that's not all; I'll also zero in on actionable steps. Even if your team is excelling, constant improvement is vital. To guide us, we'll use a comprehensi…
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Setting Clear and Actionable Customer Experience Goals
16:22
16:22
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Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objective…
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In this Mike on the Mic episode, I dive into the art of unlocking team success through three key disciplines: Measuring What Matters, Aligning Around Priorities, and the Planning and Communication Rhythm. Using the human body as a metaphor, I explore how these disciplines are as vital to your team's success as the nervous and digestive systems are …
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Embark on a journey with me, Jeannie Walters, as we tackle the challenge of sharing negative customer feedback without sending your team running for the hills. You'll come away with a toolkit of strategies to not only deliver this feedback constructively but also to turn it into a catalyst for change and improvement across your company. This week's…
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The Leader-Leader Approach with L. David Marquet
51:59
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In today's episode of the Better Leadership Team Show, I welcome David Marquet. He is a former US submarine force commander who transformed the USS Santa Fe from worst to first by empowering his crew. Marquet's revolutionary leadership approach, which treats crew members as leaders rather than followers, led to the highest retention and operational…
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Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We'll dissect the challenges, pinp…
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You can't lead a great team if you can't lead yourself
28:14
28:14
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In this MIke on the Mic episode, I will take you on a deep personal journey through the highs and lows of my life and leadership. I’ll dive into the foundational role self-leadership in personal and professional development. Key Highlights: - Discover why self-leadership is the cornerstone of team and business success. - Learn how personal challeng…
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Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. W…
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Self-Leadership for Leaders with Cait Donovan & Owen Fitzpatrick
53:52
53:52
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In today's episode of the Better Leadership Team Show, I'm thrilled to have two amazing friends, Cait Donovan and Owen Fitzpatrick, back on the show. We dive deep into the crucial topic of self-care for leaders, discussing how it can significantly impact team dynamics, stress management, and overall success in today's fast-paced world. Our conversa…
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As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let's embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right…
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In this Mike on the Mic episode, I dive into an enlightening discussion about the transformative journey of a CEO. I outline five pivotal roles that a CEO must embrace: the Visionary, creating and sharing a compelling vision for the company's future; the Ambassador, shaping the company culture internally and representing the company's interests ext…
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Strategically Addressing Low-Volume Customer Concerns
11:30
11:30
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"Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?" Discover the paramount importance of empathy in crafting a brand's reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique c…
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In this Mike on the Mic episode, I dive into the common misconception that training is the ultimate solution to enhance team skills and performance. While training plays a role, it's just one of twelve strategies to explore for elevating your team's capabilities. From setting clearer expectations and leveraging coaching to hiring the right people a…
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The 4 Secrets of Passionate Organizations
28:52
28:52
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In this episode of Mike on the Mic, I discuss the importance of creating a passionate work environment and how it significantly impacts an organization’s revenue, profit, client satisfaction, and the ability to attract and retain top talent. I’ll dive into the concept of building a passionate organization through ‘The Four Secrets of Passionate Org…
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Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let's transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we're tackling a golden question: How do we get our customer-facing employees just as invested in the customer expe…
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In this Mike on the Mic episode, I’m diving into the concept of what makes a great company, emphasizing the importance of significant and consistent growth in both the top and bottom lines. I’ll explore why it's essential for leaders to remember their company's purpose beyond just making money while also ensuring financial stability to sustain thei…
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Embark on a journey with Jeannie Walters as we unlock the secrets to customer experience success that transcend industries. There are aspects to managing the customer experience in an intentional and proactive way that are true no matter the size of the organization, the leadership, the industry, you name it. We're exploring the must-have elements …
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13 Ways to Fall Back In Love With Your Business
39:16
39:16
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In this episode of Mike on the Mic, I dive into the overwhelming responsibilities we face as business owners. Balancing the needs of our company, our clients, and our team members. We're bombarded with advice from every corner, yet we still find ourselves grappling with frustration when things don't align as we envision. I’ll be sharing personal st…
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Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that's shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank's strategy to merge in-person banking with digital …
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Confidence and Faster Decision-Making with Paul Epstein
50:45
50:45
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PAUL EPSTEIN has spent nearly 15 years as a professional sports executive for multiple NFL and NBA teams, a global sports agency, and the NFL league office, where he has broken every premium revenue metric in Super Bowl history, opened a billion-dollar stadium, and founded the San Francisco 49ers Talent Academy, where he became known as the “Why Co…
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Balancing Policy with Personalized Experiences
12:48
12:48
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Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky te…
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Filling the Culture Gap with Brett Hoogeveen
48:25
48:25
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Brett Hoogeveen is the co-founder of BetterCulture and Mindset LLC, two prominent leadership development and consulting firms with clients spanning from entrepreneurial startups to Fortune 500 companies. An international speaker, coach, consultant, and trainer, Brett focuses on providing practical advice on leadership and culture that produces bett…
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Ever found yourself excited about a loyalty program only to be let down by the redemption process? You're not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward …
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Growing Starbucks and Servant Leadership with Howard Behar
27:55
27:55
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In this episode of the Better Leadership Team Show, I welcome Howard Behar. His career in business spans over 50 years, all in consumer-oriented businesses covering several industries. He retired from Starbucks Coffee after 21 years, where he led both the domestic business, as President of North America and was the founding President of Starbucks I…
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Ever felt like you're walking a tightrope trying to satisfy high-maintenance clients while keeping your team's spirits high? You're not alone, and in this episode, we're tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can …
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Overcoming Massive Obstacles with Chad Hymas
38:57
38:57
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Chad inspires, motivates, and moves audiences, creating an experience that touches hearts for a lifetime. He is one of the youngest ever to receive the Council of Peers Award for Excellence (CPAE) and to be inducted into the prestigious National Speaker Hall of Fame. In 2001, at the age of 27, Chad’s life changed in an instant when a 2,000-pound ba…
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Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of 'machine customers,' we need to understand how our businesses can adapt to meet the de…
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Leveraging Strengths and Communication Styles with Allison Tabor
47:29
47:29
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In this episode of the Better Leadership Team Show, I welcome Allison Tabor. She is an International speaker, facilitator, and the author of the best-selling book, Work Your Assets Off® -Stop Working So Hard in Business and In Life. Allison guides business leaders and their teams to communicate collaboratively, leverage talents, and stop working so…
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Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating …
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How to Persevere and Scale with Ryann Halo
48:50
48:50
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In this Better Leadership Team Show episode, I welcome Ryann Halo. She is a multi-7-figure entrepreneur and the founder of Halo Consulting, a leading growth strategy firm for small businesses. Over her 15+ year career, she has founded, advised, and grown multiple companies from startup to scale. Her first company, Salon Halo, went from an existing …
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