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

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 […]

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 […]