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

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 not needed to create great customer experiences, they can still have a positive impact on your customer’s emotional state. WOWing customers is generally a good thing, and you should make […]

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.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime […]

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 service reps lack confidence in their positions, they often fumble about struggling to perform. This creates a further decrease in confidence, which results in a downward spiral […]

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 — your best customers or those who might make room for more valuable customers? While understanding customer attrition is often complex, no matter what […]

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 […]