Adam Toporek

Putting the Customer Ahead of the Customer Service Checklist

As managers and owners, we have to take care that the systems we put in place to manage and ensure great customer experiences do...

Monthly Mash and A Customer Service Exception

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 27:...

Sharpening Your Organizational Saw

In Stephen Covey’s The 7 Habits of Highly Effective People, Habit 7 centers around the idea of  “sharpening the saw.” This concept is illustrated...

The Best Way to Make a Customer-Facing Team More Effective

In The 7 Habits of Highly Effective People, Stephen Covey put forth the idea of viewing tasks through the lens of importance and urgency....

What Color Is the Sky in Your Customer’s World?

We speak a lot in customer experience and customer service about dropping the ball. About… Our failure to provide adequate service. Our failure to communicate. Our failure...

Anatomy of a Customer Service Professional (Infographic)

A lot goes into being a customer service professional (CSP) — forethought and intuition, planning and adaptability — and effective CSPs make sure that...

Your Online Customers Need Attention Now

LivePerson recently came out with their 2nd Annual Connecting with Customers report. The report itself is not available without filling out a form, but...

2014 CX Predictions: eBook and the Coming of Geofencing

I was honored to take part in a recently-released eBook entitled: CUSTOMER EXPERIENCE PREDICTIONS 2014 | Views from Customer Experience minds from around the globe If...

29 Customer Service Resolutions for 2014

With the new year upon us, we thought it would be fun to talk about some customer service resolutions you and your organization might...

12 Customer Experience Videos from 2013

2013 was a great year for video! We were able to interview some insightful customer service professionals, marketing experts, and small business owners and...

9 Customer Experience Statistics to Refocus Your Team

Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics...

5 Quick Customer Communication Wins

Sometimes, the simplest things get lost in the sea of complexity that is modern business. In customer experience optimization, many initiatives are complicated, requiring...

Is Great Customer Service Enough Now?

This post was originally posted in August 2012. Since that time I have seen the idea customer experience improvement consistently increase in popularity. That...

11 Customer Experience Lessons from the Cruise Industry

For our vacation a few weeks ago, we took a cruise in the Caribbean. The ship was one of the larger ones in service,...

What Marketing Needs to Know About Customer Loyalty (Infographic)

Customer retention and loyalty are significant profit drivers for most organizations, as we demonstrated in our own customer retention infographic a few months ago....

The Effortless Experience: An Interview with Matt Dixon, Part 2

Last Thursday, we released three short video clips in Part 1 from our interview with Matt Dixon, coauthor of The Effortless Experience. Today, we...

The Effortless Experience: An Interview with Matt Dixon, Part 1

The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an...

Tips For Effective Live Chat

The folks at Zopim sent us this helpful SlideShare presentation on mastering the art of live chat. As more and more transactions are performed...

How to Handle “I’m Just Browsing”

Often in retail, you will approach a customer to offer assistance and be given some version of the browsing response. "I'm just browsing." "Just looking." "Just killing...

33 Ways to Tap Your Internal Consultants

Consulting is an important mechanism for business process improvement and engaging an outside perspective can breathe new life into stagnant areas of your business. In...

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