Adam Toporek

The Hastings Humans Interview

“Make each caller feel better for having spoken with us.” – Ann Hastings, mom and founder. Hastings Humans is a customer service call center in Austin, Texas. It’s different from many other call centers in that it’s a family-owned business. This ‘original start up’ was...

Faces of Customer Experience: Jodi Beuder

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 to creating strong working relationships, whether you are in an office or out in the field.” With over 17 years…

Customer Experience: How Minor Issues Create a Major Impact

I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can accumulate for a major brand impact. For someone who speaks and writes...

Customer vs. Client: Is There A Difference?

A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the other way around? Should you treat a customer any differently than you would a client? Does it even matter? The answer…

Faces of Customer Experience: Debbie Szumylo

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 the experience they delivered at the branch level. Debbie has dedicated countless hours to research that leads to understanding the…

One Customer Is All It Takes…

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 and the like and forget about the individual nature of our customers’ experiences. On the front lines and on the...

Great Retail Greetings: A Win for Customer and Culture

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 what happened last.  As customer service professionals, we know that first impressions matter, but what if you used that first...

Customer Before Employee, Employee Over Customer

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 focused on is the importance of a good customer service mindset. Crucial to this mindset is the fundamental belief that...

Faces of Customer Experience: Jeannie Walters

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 of walking in the customer’s shoes for a truly objective view. She has been helping companies improve retention, employee engagement,…

A Review of Spin Sucks by Gini Dietrich

There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for...

The Magic Number in Customer Experience Is Two

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we...

An Interview with Daniel Newman, Customer Engagement Author

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 Rules of Customer Engagement: 6 Trends Reinventing the Way We Sell. Daniel Newman is an experienced C-Level Executive that currently operates...

Customer Experience: At the Edge of a New Discipline

I am on Day 3 of the Next Generation Customer Experience Conference out in San Diego. As many of you know, Customers That Stick is a media partner for NextGen, so we’ve been talking about the conference for a few months now. NextGen is a...

The Importance of First Contact Resolution

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 take to get their issues resolved. A common metric for measuring success in this area, particularly in the call center industry,...

Three Big Picture Ideas for Introducing New #CustExp Technology

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 the micro, between the 50,000 foot view and the magnifying glass. Between a recent interview and a recent invitation to be...

Monthly Mash and Customer Service as A Competitive Advantage

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: February 2014 Thoughts on the Customer: Customer Experience as A Competitive Advantage What differentiates your product or service for your…

Your Data Is Only as Good as Your Perspective

Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or research resources to perform statistically sound analyses, the importance of good data, even if only anecdotal, cannot be overstated. I am not...

Key Statistics to Help You Use Email Effectively

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 profitable relationships with customers and potential customers. BlueHornet surveyed 1,000 U.S. consumers about their thoughts on email marketing. There are many...

What Do We Know About Big Data? (Infographic)

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 in a nice infographic, which we share below. As you will note, companies are embracing Big Data more than ever and...

The Impact of Reducing Customer Wait Time

I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to minimize the negative effects of wait and hold times on the customer experience. The post contains some really interesting data that...

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