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All posts by Adam Toporek

Customer (Dis)Service CNBC Documentary

Customer (Dis)Service: Inside the CNBC Documentary

On Thursday, January 5th, CNBC aired a documentary entitled Customer (Dis)Service. I had hoped to blog about the documentary as it ran, but alas, the hotel I was staying in did not carry CNBC. Fortunately,

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5 Examples of Customer Service Skills You Can't Ignore | Handing shopping bag

5 Examples of Customer Service Skills You Can’t Ignore

Any list of examples of customer service skills is bound to be incomplete. Customer service and customer experience management incorporate operational, technological, and interpersonal skills that are

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Through The Past Darkly Album Cover

Monthly Mash: Customer Experience Tools and Epic CustServ Fail

Volume 3: December 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.   The Month in Customer Service

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Happy New Year

How This Blog Will Change in 2012

Instead of a roundup looking back at the past year, I thought I would take a look forward in this final day of 2011. This blog will be changing a good bit in the coming year, and I wanted to talk briefly

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Average Customer Service | Dodgeball Pic

Why Average Customer Service is the Norm — And Always Will Be

The original title of this post was Is Bad Customer Service the Norm? It is a catchy title — better than my current one — however, there is only one problem with it: It isn’t true. My

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Picture of Snow Owl | HootSuite Owl Representation

Monthly Mash: Customer Experience Tools and The HootSuite Owl

Volume 2: November 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.   Customer Experience Resource:

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Understanding Customer Lifetime Value: A Non-Geek's Guide | Blackboard equations

Understanding Customer Lifetime Value: A Non-Geek’s Guide

What is Customer Lifetime Value and Why Is It Important? Customer Lifetime Value (CLV) attempts to determine the economic value a customer brings over their “lifetime” with the business. 

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Customer Appreciation | Thank You Receipt

Customer Appreciation: Giving Thanks On Another Level

The spirit of Thanksgiving is embodied in the name of the day. Somewhere among the football games, the super-caloric gorging, and the tryptophan-induced dozing, we all hopefully pause to reflect and to

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Children at refugee camp in Liberia

Nonprofit Spotlight: Help Refugees with the Blue Key Campaign

On occasion, we like to take a break from our regular content to highlight a worthy cause outside of our normal discussions of business and customer service. This Nonprofit Spotlight is dedicated to the

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Secret Service Summit | Customer Service Conference

A Superb Customer Service Conference: The Secret Service Summit

I had the pleasure of attending the DiJulius Group’s Secret Service Summit last week. While many of my fellow bloggers were attending Blogworld in sunny Los Angeles, I decided to head a different direction

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