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

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.  At the heart of understanding CLV lies the recognition that a customer does not represent a single transaction but a relationship that is far more valuable […]

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 give thanks for the things we cherish in our lives. For most, this means reflections on family and friends, on health and happiness. […]

Monthly Mash: Customer Experience Tools and Secret Service

Volume 1: October 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. Many thanks to those who participated and supported the naming of this series! You know who you are. Customer Experience Resource: John DiJulius This month’s spotlight is […]

Customer Service Stories: Stop Subcontractors From Killing Your Customers

One of the trickier parts of delivering an exceptional customer experience is when you cede control of the experience to subcontractors. Maintaining service standards with the company’s team is challenging enough; maintaining those same levels of service through a subcontractor can border on the impossible. The experience we had when vacationing on the island of […]