All posts by Adam Toporek

Customer Communication Should Be for Customers

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

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3 Areas to Focus your Customer Experience in 2017 | Glasses focused on city

3 Areas to Focus your Customer Experience in 2017

At the end and beginning of each year, there is an inevitable flood of articles and blog posts on customer service and customer experience predictions. Sometimes I have written about these myself, other

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5 Ways to Use Language to Thank Customers

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

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Who Owns the Customer Experience | rowing team

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,

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The Peak-End Rule and Customer Experience | proposal at restaurant

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.

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5 Expert Tips for Customer Service Recovery | upset customer

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

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Hospitality Customer Service with Christoff J. Weihman | pic of Christoff

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

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What Is an Internal Customer? | Office worker handing file

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

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Save Your Customer Service Team from Vampire Customers

Save Your Customer Service Team from Vampire Customers

Vampire customers exist in every organization. You know the ones — the ones that are excessively needy, that are overly demanding, and that can often be downright unpleasant. In short, the ones

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3 Themes for National Customer Service Week 2016 | Team

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

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