Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
At a recent conference, panel attendees were asked to reimagine the layouts of their physical storefronts with this question:
“If collectively the entire human race has amnesia and every brick and mortar [physical store] disappears, and you have to redesign a store tomorrow with no preconceived notions of what it looked like before, what would it look like?”
While the question has a specific context, the approach has merits across all areas of customer experience and customer service.
If I could start from the ground up…
Our preconceptions often blind us to opportunity and prevent us from considering alternative approaches. Imagining how we might solve problems in the absence of any preconceptions can be a powerful exercise in getting closer to our customers.
A collection of the best posts about customer service and the customer experience we read this past month.
Sometimes the most popular post from the previous month; sometimes just the one I liked best.
SlideShare: 7 #CustServ Qualifications Everyone Must Have — This slideshare shows seven qualifications that are crucial for all customer-facing professionals. Feel free to share with your teams and your hiring managers.
Photo Credit: http://www.dreamstime.com/kati1313_info
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.