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

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 […]

Exploring Hospitality Customer Service (Video)

In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models. How to Give 5-Star Hospitality Customer Service Christoff believes that 5-Star service is about feeling – how customers feel during their experience with […]

What Is an Internal Customer?

One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do they matter? An internal customer is anyone in the organization who needs assistance or interaction from another to fulfill their job responsibilities. This manifestation can happen in virtually […]

3 Themes for National Customer Service Week 2016

National Customer Service Week 2016 is just around the corner! Starting on Oct 3, National Customer Service Week is an opportunity for you and your team to shine a spotlight on the importance of customer service to your organization. A good starting point for celebrating national customer service week is to adopt a theme for the event. Having […]

How to Treat Customers: With Respect

You don’t have to be a customer service expert to know that respect is an immensely important part of customer service. In fact, we consider respect a cornerstone of any customer service philosophy, and we include “being disrespected” as one of our 7 Service Triggers, the seven customer service hot buttons that are guaranteed to […]

What Is Net Promoter Score (Video)

Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question: How likely is it that you would recommend [brand/product/service] to a friend or colleague?  The concept of  NPS was first proposed in 2003 […]