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....

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...

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...

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 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...

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...

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...

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,...

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...

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...

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...

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...

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...

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...

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....

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...

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