Crack the Customer Code
About This Show
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 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.
Most Recent Episode
276: Nora Burns, HR Undercover
< 1 day ago
Jeannie and Adam explore hiring and new employee processes from the candidate's perspective with Undercover Candidate™ Nora Burns. HR Undercover Have you heard the horror stories? The stories people share about the hiring process and new employee experience at OTHER companies? Seems most organizational leaders think their processes are solid - while most job candidates have horror stories about their experience. What's really happening during the hiring and new employee experience processes? That's what Nora Burns wanted to find out - and she invested years in finding out! Nora is with us to day to share some of her insights from 200+ job interviews as The Undercover Candidate™, and 15 months working on the front lines of 5 Fortune 500 companies as The Undercover Employee™. Listen in! About our guest Since stepping into the world of human resources more than two decades ago, Nora A Burns, SPHR has interviewed and on-boarded thousands of candidates and new hires for positions ranging from file clerk to executive vice president. Along the way, she decided to study and evaluate the hiring process from a different perspective, by participating in job interviews across the country. She did this not in her usual role of interviewer or hiring consultant, but as a candidate for administrative, supervisory and managerial roles. As The Undercover Candidate™, Nora has participated in over a hundred interviews to gain insight into the hiring process from the candidate’s perspective. Professional curiosity then took her a step further as she recognizes that effective hiring is only the first step toward building a great workforce, Phase two of her research involved spending a year working “undercover” for a variety of large, well-known organizations as a customer-facing employee in entry-level positions. Nora shares insights learned through speaking engagements while continuing to experience and oversee interviews and on-boarding processes of client organizations who looks to HR-Undercover, LLC to “mystery shop” their employee experience. Nora is passionate about helping associations and corporations hire and develop top talent to advance their overall mission and strategy. Her engaging, no-nonsense style and sense of humor has captivated retrea