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

5 Characteristics to Look for when Hiring for Entry-Level Customer Service

Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful of time, and damaging to the customer experience. So, what characteristics should you look for when hiring for entry-level customer service? […]

The Power of Proactive Customer Communication

Proactive communication with customers is one of the most important customer service practices any organization or team can adopt. Not only do you show customers that you care about them by checking in, you can also learn about their needs, desires, and preferences. In addition, you can potentially discover any negative feelings or emotions that that […]

Turn Your Customer Experience Inside Out

In customer experience, perspective is a powerful force. Each participant in the customer journey has their own, individual perspective, and often, the gaps amongst these varying perspectives lie at the heart of dissatisfaction, displeasure, and misunderstanding. Whether it be an unwillingness to take a step back and try to see the experience from the perspective of another or a […]

The Best Customer Experiences Are All About Heart

Guest Poster: Phil Gerbyshak The following is a guest post from Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. If you’re looking to be more effective using LinkedIn, get your complimentary copy of LinkedIn Daily Dozen and tune in to Conversations with […]

Customer Communication Should Be for Customers

Customer service communication is at it’s core a balancing act. All too often, our spirit of wanting to do everything possible for our customers runs up against the limitations that reality imposes upon us. Whether it be liability exposure, legal restrictions, operational inability, or just pure right and wrong, sometimes we must refuse what customers want […]

5 Ways to Use Language to Thank Customers

As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking customers and telling them how much you appreciate them are important parts of the customer’s emotional journey, and it is […]

Who Owns the Customer Experience?

Who owns the customer experience? This question has probably caused more organizational leaders to point fingers and reach for antacids than “why are we failing to meet projections?” Of course, the easy answer, the consultant answer, is “everyone owns the customer experience.” Drop the mic. Put the bill in the mail. The real answer, however, […]

The Peak-End Rule and Customer Experience

One key to designing great customer experience touch points is to understand the way our minds process and retain information. Customers do not remember every moment of a customer experience equally. First impressions and primacy effects demonstrate that the beginning of an experience can have outsized importance. Similarly, the peak-end rule informs us that specific portions […]

5 Expert Tips for Customer Service Recovery

No matter how great a customer experience your organization provides, you will always have a need for service recovery. Part of creating great customer experiences is not just designing fantastic, memorable experiences but planning and preparing for the service issues that inevitably occur. No matter how good the product or service, no matter how effective […]