Monthly Mash and Killing Preconceptions | Dog Playing Chess

Monthly Mash and Killing Preconceptions

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

VOLUME 32: June 2014

Thoughts on the Customer: Killing Preconceptions

Monthly Mash and Killing Preconceptions | Dog Playing ChessAt 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…

  • What system would I create to empower employees ?
  • How would I redesign my customer’s experience?
  • What process would I create for submitting and processing a trouble ticket?

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.

The Month in Customer Service Blogging

A collection of the best posts about customer service and the customer experience we read this past month.

  • Cost-Efficient Tips For Using the Web as a Service Tool – Four affordable initiatives to turn your website into a stronger customer service tool.

Someone Was Listening

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:


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.

    Find more about me on:
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