Adam Toporek

What Email Support Tone Do Customers Prefer?

According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’...

The State of Customer Experience (Infographic)

In honor of Customer Experience Day, Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from...

5 Customer Service Language Hacks

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take...

Is Training Hopeless for Some Reps?

One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a...

A Quick Customer-Facing Communication Checklist

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases,...

Faces of Customer Experience: Richard Shapiro

Meet Richard Shapiro! Richard loves being involved in an industry that has a direct impact on improving customer service for us all. As President of The Center For Client Retention, he has a clientele of Fortune 500 companies and small businesses who rely on his firm’s...

Customer Service Doesn’t Have to Be Stuffy

My name is Thor. That is how one customer service rep for Amazon opened his exchange with his customer in an online support chat. In the chat transcript that went viral recently, an Amazon customer service rep named Thor went deep into character with...

Why Do People Take Pleasure in Customer Service Horror Stories?

It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks, we have been treated to the horrendous Comcast customer retention call (and the follow up Comcast viral refund call), as...

From the Archive: Is The Customer Thank You Note Dead?

This post was originally published on customersthatstick.com on June 11, 2012. When was the last time you received a handwritten thank you note from a business? In this age of high volume and low touch, the handwritten customer thank you note seems to be dying…

A Well-Trained Staff Shows at Marriott Courtyard Pioneer Square

I never intended to stay at the Pioneer Square Marriott Courtyard in Seattle. I was speaking at a conference in Seattle and fully intended to stay at the hotel where the conference was scheduled. However, there was a mix-up, and by the time I tried...

Faces of Customer Experience: Saori Yunomura

Meet Saori Yunomura! Saori grew up in Japan near Tokyo and lived in Texas, Arizona and California since college. She has worked for airlines, hotels and cruise tours, covering a variety of customer service responsibilities and activities. Saori loves to travel all over the world and…

6 Steps for Rolling Out New Technology to Frontline Staff

We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations...

6 Steps for Rolling Out New Technology to Frontline Staff

We live in a world of ever-shifting customer experience technologies. From RFID inventory chips to mobile point of sale, from geofencing apps to touch screen store fronts, the technological landscape never stays the same. It is a perilous and exciting time, both for organizations...

Faces of Customer Experience: Mike Wittenstein

Meet Mike Wittenstein! Twenty five years, 25 countries, 400 clients, $1.5b in measurable impact. | IBM eVisionary. Founder/leader at Storyminers, one of the world’s first experience/service design consultancies. | Focus > Retail and Store of the Future initiatives. | English, Portuguese, Spanish, Russian. | Love...

7 Cool Technologies and Takeaways from Future Stores

I recently participated in a panel at WB Research’s Future Stores conference in Seattle. Future Stores focuses on the challenges faced by store, operations, IT, cross-channel and retail customer experience executives trying to bridge the gap between the digital experience and the store experience. The...

Faces of Customer Experience: Erin Archuleta

Meet Erin Archuleta! Erin Archuleta enjoys workshopping with small businesses and NGOs around scale and replication, supporting community and civic initiatives, and bolstering a healthy food and restaurant system. She and her husband own San Francisco’s lauded ICHI Sushi + NI Bar, and ICHI Kakiya...

Never Overestimate the Power of Consistent Customer Service

People are creatures of habit — they enjoy knowing what something is going to be and then having it be that way. As a result, people’s happiness with any given experience is usually based on the expectations they have carried into it. This makes consistency...

Do Customers Prefer a Call Back? This Study Says YES

“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this…

Hooked on Customers: An Interview with Bob Thompson

After reading an advance copy of Bob Thompson’s new book Hooked on Customers, I knew I wanted to connect with Bob and find out more about some of the insights from his book. I was particularly interested in the five organizational habits that he...

Southwest Airlines: A Service Recovery Surprise

Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Unfortunately, things did not go as planned. The signup process went well....

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