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200 Amazing Customer-Obsessed Topics and More!

I'll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn't sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about ...

What Does Employee Empowerment *Really* Mean?

A common refrain in customer experience circles is that to deliver a winning experience, you first need to empower your employees. But does it work? And what does employee empowerment really mean? In an ideal world, employees are empowered to ...

Business Podcast: It's Time to Crack The Customer Code!

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. We're all human! And as such, humans are messy, complicated and emotional! So why do we keep acting like we're ...

Loyalty: 3 Themes

I've spent a lot of time lately exploring the question: What Causes Loyalty? One client believed it was punch cards. Another thought it was a product that works as expected. I disagree. I see three themes from companies and brands ...

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