All posts by Adam Toporek

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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John DiJulius | Customer Service Keynote Speaker

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

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Customer Experience Roundup | Hat and Lassoo

Help Me Create A Smokin’ Hot Customer Experience Blog Roundup

To the wonderful members of this community: I would like to enlist your help with a new project. I am starting a regular roundup post centered around this blog’s topics of customer experience and customer

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Customer Service Training Video Screenshot

Customer Service Training Video: Every Customer Has a Story

In April, I had the distinct pleasure of seeing John DiJulius, one of my favorite customer experience thought leaders, speak at the Multi-Unit Franchise conference. To begin, if you ever have the opportunity

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Steve Jobs Holding Mac

Steve Jobs’ Greatest Legacy: The Customer Experience

I am a recent Apple convert. I made the painful though glorious switch to Mac in May and moved from Android to iPhone at about the same time. I own an iPad, simultaneously the coolest piece of technology

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Paper Smile Face, Business Concept

National Customer Service Week 2011: What’s Your Plan?

This week, October 3-9, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a thriving free enterprise

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Customer Service Stories: Snorkeling Guide Truck

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

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