Crack the Customer Code
509 episodes - English - Latest episode: over 1 year ago - ★★★★★ - 38 ratingsCrack 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 provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal.
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Episodes
055: Rebranding and Customer Experience
October 05, 2015 09:30 - 16 minutesChanging your brand identity? You’re not alone. Jeannie and Adam tackle how to identify when the time is right to rebrand, but watch out! This week they're taking on a customer zero. Evolution vs. Revolution Jeannie and Adam have noticed a trend. When companies rebrand, they often imply that this indicates an evolution in their customer experience as well. Changing the logo of your company is a useful, sometimes necessary move—a reflection of research in usability or color studies, an evolu...
054: Marilyn Suttle, Co-Author of Who's Your Gladys
October 01, 2015 09:30 - 27 minutesMarilyn Suttle is an expert on customer service culture change and developing emotional intelligence to foster breakthrough success. Her book, Who’s Your Gladys, reveals key methods to change the psychology around handling difficult customers. What's a Gladys? A Gladys is a demanding customer who has high expectations and may pose a challenge for you or your team. Despite these potential difficulties, these customers can give valuable feedback or illuminate aspects of your service that may ...
053: Preparing for Worst Case Customer Scenarios
September 28, 2015 09:30 - 14 minutesIntelligent and compassionate entrepreneurs often get caught in the magical world of the ideal customer experience. But what happens when things go wrong? Join Adam and Jeannie as they discuss how to be prepared for worst case customer scenarios. Fewer Ruined Days You’ve created the ideal customer experience, your business is ready to roll. Suddenly something happens: your technology fails, a child gets lost in your store, someone vomits on your roller coaster. Do you have a plan? What do y...
052: Peter Shankman, New Media All Star
September 24, 2015 09:30 - 21 minutesInadequate customer service keeps rearing it’s ugly head. The good news is that any company of any size can do something immediate to make their service better. Enter Peter Shankman, the New York Times dubbed “PR all star”, to discuss how being super-excellent may be as easy as “being a little better sometimes”. It's Nice to Be Nice Peter attributes his success to “trying to be nice”. In today’s customer service economy, many people expect to be treated “like crap”. Since customer experience...
051: Jobr and Hiring Innovation
September 21, 2015 09:30 - 13 minutesJob seeking is a necessary process that we've all experienced but is there anything that can relieve the stress or helplessness of submitting your resume, as Jeannie puts it, “into the black void of eternity”? With mobile marketplaces taking over a significant portion of the job market, the short answer is, yes. Today on the podcast we have an innovative Customer Hero, an app called Jobr. Jobr is based on the Tinder model of swiping left or right, and connects potential talent with employe...
050: 50 Pieces of Customer Service Advice
September 17, 2015 09:30 - 19 minutesIn honor of the 50th episode of Crack the Customer Code, we've selected 50 customer service sound bites across a wide range of concepts. From designing and delivering great customer experience to overused clichés, these tips run the gamut, and we are excited to share them with you! What You'll Hear In This Episode 50 fantastic sound bites of customer service wisdom and advice. Sponsor Service Strategies offers a wide variety of Consulting Services for Support, eService, Field Service and P...
049: Are Canned Customer Greetings a Good Idea?
September 14, 2015 09:30 - 14 minutesWe’ve all encountered scripted customer greetings at one point or another in our lives. Are these greetings an effective strategy when crafting customer experience? The Benefits of Customer Greetings Customer greetings are the introduction to your business and a reminder of excellent service as a customer leaves. As we all know, first and last impressions are fantastic points of reference for customers when calling your business to mind. These greetings can offer consistency and identity for...
048: John Warrillow, Author of The Automatic Customer
September 10, 2015 09:30 - 23 minutesJohn Warrillow, the founder of the Value Builder System and bestselling author, joins the podcast this week to introduce strategies entrepreneurs can use to create loyal customers based on subscriptions. How can business leaders identify their subscription models? Millennials are more concerned with acquiring the rights to products and services rather than stock-piling assets. With the advent of the sharing economy and services such as Netflix and Spotify ruling the online subscription world...
047: Why Does Customer Service Still Stink?
September 07, 2015 09:30 - 18 minutesCustomer satisfaction ratings haven’t improved since the 1970’s, in fact, they've declined. With so many tools and resources at our disposal, why does customer service still stink? In a recent study performed by Consumer Reports, 80% of people surveyed had some issue with a recent transaction—they had returned merchandise, questioned a bill, or simply left the store without making their intended purchase. Now digital sales present a new round of challenges for marketers. Customer experience...
046: Tom Schwab on Inbound Marketing
September 03, 2015 09:30 - 24 minutesTom Schwab describes how business leaders can implement NPS and inbound marketing to focus on customer satisfaction and offer them the products and services they need. Tom Schwab: Inbound Expert Tom Schwab is an entrepreneur, a consultant, a writer, a Navy Vet, and an expert at inbound engineering and strategy. He empowers business owners to implement and understand digital tools, build sales, and create marketing machines that amplify their business model by taking them beyond a single effi...
045: The Customer Effort Score
August 31, 2015 09:30 - 20 minutesWe all love metrics, and that’s what this episode of Crack the Customer Code is all about. In particular, it’s about one metric - the Customer Effort Score - and whether or not it’s the best customer experience metric to track. Do you know what the Customer Effort Score is?The Customer Effort Score, measures how much perceived effort your customers experience trying to get an issue resolved. The more effort they have to put in, the less satisfied they are. The less effort, the more satisfied....
044: Lee Caraher, Author of Millennials & Management
August 27, 2015 09:30 - 27 minutesLee Caraher tells us how intergenerational workplaces can succeed despite the perceived great divide between Millennials and earlier generations like Boomers. Are Millennials really that different from earlier generations? People talk about intergenerational conflict today like it's something new, but it's not. Humans have always been informed by their generation (in addition to many other factors), so it's no surprise that Millennials have a different perspective of the world than the GenXe...
043: When Is it Okay to Hack Customer Behavior?
August 24, 2015 09:30 - 18 minutesBusinesses hack customer behavior all the time; the real question is, are they using their powers for good or evil? Join Adam and Jeannie as they discuss the good, the bad, and the ugly of hacking customer experience. It is ever okay? Is Customer Hacking Okay? Adam says the intention behind customer hacking is everything; after all, companies have been practicing hacking in one form or another for ages—narrowing options so you know which product to buy, optimizing prices, etc. Our biologi...
042: John Murphy on Emotional Intelligence
August 20, 2015 09:30 - 28 minutesJohn Murphy discusses how emotional intelligence can be a driver of success across metrics as you learn how to engage with your team, your clients, and your customers. How can business leaders engage their team in the company vision? "Emotional intelligence is absolutely fundamental to the growth and development of an organiztion," says John Murphy, the founder of John Murphy International, "and strong leadership is the [vehicle] for this sort of engagement." By creating an emotional conn...
041: Does "Surprise and Delight" Work to Retain Customers?
August 17, 2015 09:30 - 19 minutesAdding "Surprise & Delight" to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect. Adam and Jeannie discuss the trend of “Surprise & Delight” (or S&D, as some have started to dub it). Quite a few business leaders have been using a Surprise & Delight strategy to create joy and lasting memories among customers. But is it an effective strategy? The most effective? Loyalty programs often disappoint; customer...
040: Robert Rose and The New Era of Marketing
August 13, 2015 09:30 - 21 minutesAn Interview with Robert Rose Robert introduces some of the principles taught in his latest book, Experiences: the 7th Era of Marketing, which he co-authored with Carla Johnson. After briefly summarizing the previous six marketing eras, Robert explains how the next one signifies a profound paradigm shift where customer experience intersects with marketing through the content we produce. According to Robert, we have moved beyond the age of just describing the value of product...
039: Does Employee Empowerment Work?
August 10, 2015 09:30 - 20 minutesSPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders from companies like Cisco, Dell and others...
038: Bob Burg, Author of The Go-Giver
August 06, 2015 09:30 - 26 minutesBob Burg, Author of The Go-Giver SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders...
BONUS: What's Next for this Podcast?
August 03, 2015 09:30 - 5 minutesA few fun changes for Crack the Customer Code! SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together le...
037: Experiences Rule, Reebok’s Ben Blakesley, and Fraudsters
July 30, 2015 09:30 - 30 minutesProduct vs Experience: Selling and maintaining emotional connections Ben Blakesley, Sr. Manager, Global Social Media, Reebok Customer Zero: How scam artists are ruining the experience for the rest of us SPONSOR MESSAGE Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create custo...
036: Goodsnitch, Jennifer Maldonado, and Customer Experience Gaps
July 23, 2015 10:30 - 33 minutesGoodsnitch, 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 Did you know that by 2016 eighty-nine percent of companies will compete mainly by the customer experience they provide? How are you preparing for this? Your survey data and customer journey map only tell part of the story. Get ...
035: Keurig, Ramon DeLeon, & Disney Cruise Line
July 16, 2015 09:00 - 24 minutesKeurig brews social backlash, recent innovation goes back in the grinder Ramon DeLeon, Global Business and Social Media Keynote Speaker Customer Hero: Disney Cruise Line’s unbelievable dedication to details SPONSOR MESSAGE Confident, in control, successful... Is this how you feel when you work with customers? If you answered "no" you're not alone. Customer service can be incredibly difficult. Adam’s new book, Be Your Customer's Hero: Real World Tips and Techniques for the Service ...
034: CX Automation, Ebay’s Raj Sivasubramanian, & Virgin Hotels
July 09, 2015 09:00 - 28 minutesThe pros and cons of obsessing about data Raj Sivasubramanian, Senior Manager, Global Customer Insights, eBay Marketplaces Virgin’s new hotel is a Customer Hero! SPONSOR MESSAGE Please support our fantastic sponsor, Touchpoint Dashboard! Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboardis a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. To...
33: Global Markets & Erin Wallace from John Deere
July 02, 2015 09:00 - 30 minutesTarget Canada’s “supply chain disaster” Erin Wallace, Global Manager, Customer Experience, John Deere Poor customer satisfaction is a slippery slope for Wal-Mart! SPONSOR MESSAGE Please support our fantastic sponsor, Touchpoint Dashboard! Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard is a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. Tou...
032: Cable Customer Service and Luis Serpa
June 25, 2015 09:00 - 33 minutesThanks to our sponsor, Touchpoint Dashboard! Does customer experience trump brand in acquisition? Luis Serpa UL (Underwriter Laboratories) Principal, Digital Experience at Underwriters Laboratories Customer Zero: The Cable Industry! Does customer experience trump brand in acquisition? Is customer experience more important than brands for long-term success? A study about what’s more important, customer relationships or brands, reveals customer relationships bec...
Episode 031: Customer Experience Managers, Jeanne Bliss, and Netflix
June 18, 2015 09:00 - 25 minutesDo you need a customer experience manager? Best-selling author Jeanne Bliss How Netflix became a Customer Hero SPONSOR MESSAGE Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboard is a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. Touchpoint Dashboard was purpose built to ensure that your journey maps meet your goals and become the catalyst for change that they...
Episode 030: Convenience, AT&T’s Diane Magers, and Department Stores
June 11, 2015 09:00 - 30 minutesIs everyone driven by convenience? Diane Magers, from AT&T, discusses making change in a huge organization Why department stores need to catch up How important is convenience for customers? Determining how to make things easier and more convenient is all about understanding your customer’s real goals. And what about the impact on society if everything becomes TOO convenient? Convenience is about offering choices. But what about business decisions that may have a negative imp...
Episode 029: Insights from Top Customer Experience Pros
June 04, 2015 09:00 - 24 minutesThanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. What’s the Future of Customer Experience? Before sharing the insights gathered from the customer experience leaders at the CXPA Insight Exchange, Jeannie challenged Adam with the same questions. What is the future of customer experience? And why, after so many years of discussing customer experience as a priority, ar...
Episode 028: Holacracy, Arizona Diamondbacks CEO Derrick Hall, and Fine Print
May 28, 2015 09:00 - 25 minutesThanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members. Zappos innovates again with holacracy Arizona Diamondbacks CEO Derrick Hall invigorates the baseball fan experience Why we hate fine print! Will Zappos win with non-traditional management? Zappos is in the news once again for implementing a management concept called holacracy. This concept throws out the idea of managers as decision-makers. D...
Episode 027: Customer Experience Fragmentation, Ann Handley, and #1 Cochran Automotive
May 21, 2015 09:00 - 32 minutesWill customer experience become as fragmented as marketing An interview with Ann Handley, author of Everybody Writes And our Customer Hero is #1 Cochran Automotive Will Customer Experience Become as Fragmented as Marketing Jeannie and Adam discuss whether or not customer experience will become as fragmented and specialized as marketing and other developed industries like accounting and law. Adam argues that increased specialization is the natural progression in any de...
Episode 026: Uber and Chicago Cabbie
May 14, 2015 09:00 - 28 minutesUber Disrupts and Chicago Cabbie Uber and Lyft disrupt a long-standing and regulated industry How Rashid Temuri, aka @chicagocabbie, has earned loyalty through providing exceptionally great service! Rashid, Adam and Jeannie discuss big questions around safety, regulation and experience How Did Uber and Lyft Disrupt the Long-Standing Taxi Industry? Adam and Jeannie discuss how services like Uber have completely disrupted an entire industry. They argue how the customer s...
Episode 025: Customer Journey Maps, Justin Zacks, and Amazon 2-Hour Delivery
May 07, 2015 09:00 - 28 minutesCustomer journey maps How Citrix’s Justin Zacks uses design thinking in customer experience How Amazon Prime Now is changing the game (again) Customer Journey Mapping Pros and Cons Jeannie lays out what customer journey mapping is, and Adam and Jeannie discuss the ways this important tool can be used to better understand your customers. Asking what the customer goes through today in reality versus the ideal journey you’d like them to have can be enlightening! But creatin...
Episode 024: Be Your Customer’s Hero – The Interview
April 29, 2015 23:37 - 21 minutesToday, we have a special episode. Adam’s new book Be Your Customer’s Hero launched this week, and Jeannie turns the table on Adam and places him in the interview hot seat for the entire episode! Be Your Customer's Hero Interview Here are some of the highlights from the interview: Why did Adam write Be Your Customer’s Hero? Adam shares a story about watching an employee mistreat a customer and how his passion to change that eventually grew into the book. Why mindset is so fundamental to custom...
Episode 023: Creating Community, Mark Schaefer, and Keurig K-Cups
April 23, 2015 09:00 - 27 minutesDoes every organization need a community? How Mark Schaefer, marketing expert, handles the influx of content today Customer Zero: Keurig tries to mandate customer loyalty Does every organization need a community? It seems the term “community” is tossed around a bit as a necessary part of building a business. But does every type of business require a customer community? Adam & Jeannie discuss the merits of building a community for the blogger, the local coffee shop and th...
Episode 022: Falling CX Scores, TripIt’s Amy Jackson, and Interactive Van Gogh
April 16, 2015 13:02 - 23 minutesA rockin’ episode about financial services and a live interview from SXSW Interactive… Financial services may have a few things to improve in their digital experiences How TripIt’s Amy Jackson listens to customers Updated Van Gogh exhibit helps patrons feel closer than ever to the artwork Customer Experience Rates Drop Worldwide Thanks to the 8th Annual World Insurance Report from CapGemini, we learned how the service experience is declining worldwide. Specifically, the digital and mobile e...
Episode 021: PR Customer Experience, Shonali Burke, and The Walking Dead
April 09, 2015 09:00 - 27 minutesHow PR & Marketing set up the customer experience What Shonali Burke, PR maven, has to say about the intersection of PR and experience Customer Hero: AMC creates a rich and interactive experience for The Walking Dead viewers and fans How Public Relations and Marketing Set Up the Customer Experience The messages created about products, services and brands set expectations for customers. This can go both ways in helping brands over-deliver or under-deliver on the experience. ...
Episode 020: Social Selling, Tom Martin, and Tinder
April 02, 2015 09:00 - 27 minutesIn this episode you will hear: How social selling doesn’t work for Generation Z How Tom Martin, author of The Invisible Sale, encourages seducing instead of selling on social How a dating app based on snap judgments is a Customer Zero, but not for the reasons you might think Social Selling for Generation Z Jeannie schools Adam on Generation Z, which doesn’t stand for zombies! This group rejects advertising and traditional marketing like no other generation. Smart brands are connecting in cr...
Episode 019: Writing for Machines, Andy Crestodina, and Personalized Robots
March 26, 2015 09:00 - 22 minutesIn this episode you will hear: How writing for Google instead of your customers can start the relationship off on the wrong foot How Andy Crestodina, co-founder of Orbit Media, creates content designed to deliver what customers want How robots might be used to actually make the customer experience more personal Writing for Google Adam and Jeannie discuss how the practice known as “keyword stuffing” and other nefarious SEO tactics is really rotten for customers. ...
Special Episode: Next Generation Customer Experience Conference
March 23, 2015 18:33 - 3 minutesListen to Jeannie and Adam discuss Jeannie's trip to the NextGen Customer Experience conference and takeaways from last year's conference. Learn more about your ad choices. Visit megaphone.fm/adchoices
Episode 18: Brand Personas, Rod Brooks, and Small Moments
March 19, 2015 09:00 - 24 minutesIn this podcast you will learn – - How to personify your brand - Rod Brooks of PEMCO Insurance - How to create moments of delight around your product Create Customer Personas When Jeannie visited the PEMCO office, she was blown away by how they have created quirky profiles around their customers such that they can relate to them better. Listen in to know more about creating personas around your customers. Discussion begins at 2:00 Rod Bro...
Episode 017: Customer Feedback, Mohamed Latib, and Progressive Insurance
March 12, 2015 09:00 - 18 minutesIn this episode… Gathering Customer Feedback Can Be More Than Difficult Than It Seems! Mohamed Latib, COO of PeriscopeIQ Customer Hero? Letting Your Auto Insurer Follow You Around Gathering Customer Feedback: Why Is It So Difficult? There are so many ways to gather customer feedback, but do any of them work better than others? Adam and Jeannie discuss how each organization needs to understand their goals in gathering feedback and how to best leverage the resources...
Special Episode: SXSW Interactive Predictions
March 10, 2015 09:00 - 10 minutesA special episode where Jeannie and Adam discuss Jeannie's predictions for what will be hot at the upcoming South by Southwest (SXSW) Interactive. Learn more about your ad choices. Visit megaphone.fm/adchoices
Episode 016: Digital Deniers, Blagica Bottigliero, and Discontinuing Products
March 05, 2015 10:00 - 17 minutesIn this episode… Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives An Interview With Blagica Bottigliero of Metaverse Mod Squad A Product Discontinuation Becomes a Customer Problem Phase 2.0 of Digital Deniers: Your Customers’ Digital Lives Are there still people who don’t believe their customers are truly digital? Adam and Jeannie discuss how leaders need to understand their customers’ digital lives – social, mobile, etc. And how there’s no point in ...
Episode 015: Bad Customer Service, Matt Ward, and Maximizing Shareholder Value
February 26, 2015 10:00 - 20 minutesIn this episode… When Bad Customer Service Can Still Yield Good Business Results An Interview With Matt Ward of E&J Gallo Winery An NFL Team Makes an Impact with One Customer Can Bad Customer Service Still Deliver Good Business Results? Adam and Jeannie discuss how certain industries without as much competition don’t have to deliver great customer service but may need to change that in the near future. Discussion begins at 1:37. Matt Ward, Host of Art of th...
Episode 014: Handling Pressure, Jeff Toister, and The Customer as Hero
February 19, 2015 10:00 - 22 minutesIn this episode… Handling Pressure in Customer Service An Interview With Jeff Toister of Toister Solutions The Customers are the Heroes Handling Pressure in Customer Service Jeannie and Adam discuss why the ability to handle pressure is so important for frontline customer service reps. Jeannie tells a story of a problem flight that was handled well by the team at Southwest Air. Adam recalls a story about his wife’s experience with a frontline rep who completely fo...
Episode 012: Millennial Consumers, Anna Bell, and NFL Customer Experience
February 15, 2015 16:59 - 20 minutesIn this episode… The Millennial Customer An Interview With Anna Bell of E&J Gallo Winery An NFL Team Makes an Impact with One Customer The Millennial Customer Adam and Jeannie discuss how Millennials are different (and aren’t) and how customer experience needs to take into account some of their unique behaviors. Discussion begins at 1:25. Anna Bell at E&J Gallo Winery Anna is a marketing director with E&J Gallo Winery, managing a number of spirits brands. Anna talks to Jeannie and Adam abo...
Episode 013: Cognitive Dissonance, Mike Wittenstein, and Meet Me at Starbucks
February 12, 2015 10:00 - 21 minutesIn this episode… How Our Brains Work Against Us An Interview With Mike Wittenstein of Storyminers Meet Me at Starbucks How Our Brains Work Against Us Jeannie and Adam discuss why it is often hard for people to accept feedback. They explore cognitive dissonance and how it is difficult for people to accept evidence that is contrary to their beliefs. Adam mentions that confirmation bias is a similar principle in reverse. Jeannie explores how Starbucks spe...
Episode 011: Customer Service Greatness, Mafia Hairdresser, and Not Tipping
January 29, 2015 10:00 - 21 minutesIn this episode… Should We Emulate the Service Greats? An Interview With Jon-David aka Mafia Hairdresser People Who Don’t Tip Should We Emulate the Service Greats? Jeannie and Adam discuss the service greats and if others should emulate them. Jeannie says this kind of imitation can be a false way to present your organization. Instead, she thinks an organization should follow the path service greats like Zappo’s take and evolve with the marketplace and the customer. Listen in to hear Adam di...
Episode 010: Customer Experience Titles, Ingrid Lindberg, and Steamboat Springs
January 22, 2015 10:00 - 18 minutesIn this episode… Discussing CX Leadership Roles Interview with Ingrid Lindberg Towns Creating Improved Customer Experiences for Visitors A Conversation about Customer Experience Leadership Roles Adam and Jeannie discuss the many different customer experience leadership titles in organizations right now. Listen in to hear their thoughts on why it’s important for organizations to have a specific role focused on and dedicated to the customer. Discussion begins at 1:15. Interview with Ingrid Li...
Episode 009: Paper Bag Quotations, Rachel Happe, and Abusing Olive Garden
January 15, 2015 10:00 - 19 minutesIn this episode… Chipotle puts quotations on cups and bags Interview with Rachel Happe A good Samaritan abuses the Olive Garden Pasta Pass Chipotle’s Cup and Bag Quotations Jeannie shares with us an interesting set of microinteractions Chipotle has invested in. She says that Chipotle has paid really good writers to write very short stories on their paper cups and paper bags. Listen in to hear Adam and Jeannie weigh in on whether the ROI is worth the cost of the microinteraction. Dis...