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...

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...

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...

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...

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...

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...

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....

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,...

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...

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...

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...

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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