Entries by Adam Toporek

About Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He 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.

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Here are my most recent posts

Creating a Customer Service Culture with Jeff Toister

In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister. Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.

How Employee Empowerment Really Works

Employee empowerment can take many forms; however, at it’s most fundamental, it can be broken down into two types: actual and psychological. By its nature, empowerment starts at the top. Empowerment must first be given by those who have the power to do so. This is actual empowerment, the granting of increased roles, responsibilities, and authority. Then it must […]

What Great Brands Do

I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia’s recent Experience 17 conference (to which Medallia provided me a free ticket). Denise spoke at the event about the key concepts in her book What Great Brands Do. Denise’s seven tenets of what great brands do are as […]

5 Qualities of Great Customer Service Managers

What are the qualities of a great customer service manager? Those who manage customer-facing teams need a broad range of not only qualities but skills. They need to be great at motivating, coaching, and managing their teams, and they have to be ready to jump into the fray to handle the issues that their teams can’t solve and […]

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe. Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group. Adrian’s book How to Wow covers a […]