All posts by Adam Toporek

3 Examples of How to Easily WOW Customers

3 Examples of How to Easily WOW Customers

If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are

More...
Amazing Customer Service: An Interview with Shep Hyken

Amazing Customer Service with Shep Hyken

In this installment of our “Expert Interviews” series on YouTube, I interview Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. 

More...
Why Self-Confidence Matters in Customer Service

Why Self-Confidence Matters in Customer Service

One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers. Self-confidence is important because it is inextricably tied to competence. When frontline

More...
How to Calculate Customer Retention Rate

How to Calculate Customer Retention Rate

Analyzing customer retention can be a tricky business. What matters most? Retained customers or retained dollars? How much do losses matter if they are offset by acquisition? Who is being churned —

More...
Discussing Culture and the Service Culture Handbook with Jeff Toister

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

More...

The Customer Is Always Right — Really?

This blog post is excerpted from Chapter 1 of Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines. Let’s start with a quiz. It’s a simple one. Just fill in the blank

More...
How Employee Empowerment Really Works | Manager with employee

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

More...
Is Your Customer Service Consistent? | Factory Inspector

Is Your Customer Service Consistent?

Consistency is one of the greatest challenges in customer service. Whether you are a solopreneur or a Fortune 500 company, consistency can be hard to get your arms around. Consistency is hard because

More...
The Importance of Onboarding Employees | Employee Handbook

The Importance of Onboarding Employees

Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they

More...
What Great Brands Do with Denise Lee Yohn | Bright Penguin

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

More...
1 2 3 39