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
National Customer Service Week is coming up next week, October 5 – 9, so we came up with 5 ideas you can use (one...
As we close out season 7 of American Ninja Warrior this evening, I thought it would be fun to talk about Ninja Warrior and...
In Chapter 7 of Be Your Customer’s Hero, I wrote the following: “Great customer experiences begin with a great attitude, but so does satisfaction and...
Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer...
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service...
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting...
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his...
In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation, we spoke about Walter Mischel’s famous experiment on...
A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an...
Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization...
We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the...
In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few...
As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Microinteractions are those little parts of the customer experience,...
At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and...
Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers...
Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s...
The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is,...
Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what...
With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you...
“First, do the customer no harm.”The Hero-ClassTM Oath One of the interesting things about writing a book are the things you leave out. I am...