Adam Toporek
Adam Toporek is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast. http://beyourcustomershero.com
According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are...
In honor of Customer Experience Day, Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of...
Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put...
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...
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...
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...
My name is Thor. That is how one customer service rep for Amazon opened his exchange with his customer in an online support chat....
It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks,...
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...
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...
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…
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...
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...
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...
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,...
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...
People are creatures of habit — they enjoy knowing what something is going to be and then having it be that way. As a...
“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...
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...
Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned...