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
“Make each caller feel better for having spoken with us.” – Ann Hastings, mom and founder. Hastings Humans is a customer service call center in...
Meet Jodi Beuder! Jodi believes customer service exists not just outside the company, but inside, too. “Having excellent customer service skills and knowledge are paramount...
I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of...
A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the...
Meet Debbie Szumylo! Debbie specializes in helping organizations balance employee engagement, customer experience & business results. She has consulted and coached financial institution executives on improving...
As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics...
We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and...
I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been...
Meet Jeannie Walters! Jeannie Walters is the Chief Customer Experience InvestigatorTM/Founder of 360Connext, the only global organization specializing in Customer Experience InvestigationTM, a trademarked process...
There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written...
From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization....
I was fortunate enough to sit down with Daniel Newman of MillennialCEO.com recently and to talk to him about his new book, The New...
I am on Day 3 of the Next Generation Customer Experience Conference out in San Diego. As many of you know, Customers That Stick...
One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to...
One of the things I love about blogging, besides it’s conversational tone, is the ability to swap back and forth between the macro and...
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 28:...
Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or research...
An email list can be at the heart of an organization’s customer communication strategy. If managed effectively, email communication can foster deeper and more...
The business intelligence company Jaspersoft did a very interesting Big Data study, surveying 1,600 of its community members. Jaspersoft included many of its findings...
I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to...