Adam Toporek

6 Can’t Miss Ways to Reinvigorate Your Customer Service Team

Working in customer service can be challenging. It's easy for the daily grind to wear away at teams — routines grow stale, enthusiasm wanes. Keeping your team engaged so that they are motivated to provide consistently great service to your customers is an essential...

Age of Context, Future of Experience

When my friend Shonali Burke of the public relations firm Shonali Burke Consulting first sent me an advanced copy of Robert Scoble and Shel Israel's new book Age of Context, I had two thoughts. My first thought was what an interesting topic. My second thought…

Your Service Is Only as Good as Your Systems

A few weeks ago I was caught in a tug of war between two large multinational banks — My Bank and my general contractor's bank, Receiving Bank. I had written a check to pay my general contractor for a retail buildout. Since it was for...

National Customer Service Week 2013: What’s Your Plan?

For National Customer Service Week this year, we decided to run an updated version of our previous post: National Customer Service Week 2011: What's Your Plan? This week, October 7-13, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush...

Your Signage Sends a Message: Part Deux

Our post Your Signage Sends a Message: Make Sure It's The Right One received such a good response, that I thought it would be fitting to share a brief follow up. In that post, we pointed out numerous examples of business signs and showed how...

Accepting Returns Should Not Mean Accepting Abuse

We recently presented a look at two different retail return policies in A Tale of Two Returns. The post looked at a very liberal return policy, Macy's, and a very customer-unfriendly policy at a mall-based cell phone accessory store. However, this juxtaposition of experiences only...

Your Signage Sends a Message: Make Sure It’s The Right One

When looking at the customer experience, we are confronted with numerous truths that are universal across industries and organizations. One of those truths is the following: Signage matters. Similar to how language functions — words can have denotation, literal meaning, and connotation, a deeper layer…

For the #CustServ Front Lines: Remember One Thing

Whenever we can personalize a customer experience, we have gone a long way towards making that experience great. Every customer wants to feel valued, to feel special, and personalizing the customer's experience, even in very small ways can go a long way towards accomplishing...

A Tale of Two Returns

Last week, I wrote about my experience at the Apple store in Even the Apple Store Isn't the Apple Store Every Day. In that post, I mentioned that I was referred by an Apple employee to a "cell phone" store in the mall. What I...

The Great Retail Experience Race: Interview and Infographic

The folks at Software Advice released an interesting infographic a few weeks ago entitled The Great Retail Experience Race. The infographic was based on an original study done by Software Advice for their Customer Service Investigator blog, and I thought it would be interesting...

Even the Apple Store Isn’t the Apple Store Every Day

We live in a world of mythologized companies, and in the customer service sphere, few companies are as mythologized as Apple. From Apple's revolutionary product design to the experience design of its stores, Apple's almost obsessive focus on the user experience helps it rank...

Who’s On Your CARE Committee?

DoubleTree (a Hilton brand) uses an innovative and effective mechanism for monitoring and improving its customer service at its properties: the CARE committee. DoubleTree describes the CARE Committee as follows: "The CARE Committee – The Heart of Our Hotels. The CARE Culture at DoubleTree by…

How to Retain Customers: 8 Reasons Retention Is More Profitable

We released our first Customers That Stick infographic this past Monday: When Customers Stick — Customer Retention by the Numbers. In the infographic, we included numerous studies that show that increased retention leads to increased profitability. One aspect of this phenomenon that our infographic did...

When Customers Stick: Customer Retention by the Numbers (Infographic)

From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various customer retention statistics to break down the three most important aspects...

Pavlov’s Customer Service Reps

We are human beings first and customer facing professionals second. We are subject to the same psychological processes on the job as we are off. We carry with us the same baggage and perceptions — and the same conditioned responses. On the job, we generally…

Customers Lying Online: An Interesting New Study

MIT recently released a new study showing that customers sometimes review products with companies that they're loyal to even when they have not personally used the product. To quote the article (emphasis mine): "Even a company's loyal customers are inclined to write negative reviews about...

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