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All posts by Adam Toporek

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

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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

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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

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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

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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

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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

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When Sales Does Service on Social with Phil Gerbyshak

When Sales Does Service on Social with Phil Gerbyshak

In this installment of our “Expert Interviews” series on YouTube, I interview Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to

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5 Qualities of Great Customer Service Managers

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

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Leaning Into Customer Loyalty with Adrian Swinscoe

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

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10 Lessons from 200 Customer Service Podcast Episodes

10 Lessons from 200 Customer Service Podcast Episodes

It has been an exciting time for our customer service and customer experience podcast, Crack the Customer Code. We recently crossed the 200 episode threshold, hit #4 in the business category on Overcast.fm,

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