As a third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line and brings lessons from the front lines of entrepreneurship to organizations of all sizes.
Much of Adam’s real-world approach to customer experience comes from his entrepreneurial background. He understands that each organization is different and faces unique challenges and that most organizations are trying to compete on customer experience in a world of shrinking budgets and tight timelines.
Adam stands out from many who talk about the ideal of customer experience without delivering strategies for the reality of creating and delivering experience.
Adam is consistently sought by press for quotes on customer experience and customer service and is regularly listed as a top customer experience leader to follow. Adam is regularly ranked as a top customer experience thought leader and has been cited in Entrepreneur, Forbes, AMA, and over 150 other media.
When he takes the stage, participants are guaranteed to love Adam’s customized message of Hero-Class® customer experience.
Using inspiration, humor, and, most importantly, actionable ideas that participants can put into practice immediately, Adam shows groups and teams of all types how they can win with experience.
Adam's book Be Your Customer's Hero continues to lauded by people across industries and organizational levels as one of the best frontline customer service books on the market.
Adam’s next book will be coming out this year!
Adam is an experienced podcaster. He is the co-host of the Crack the Customer Code podcast, a popular customer experience podcast with over 100,000 downloads.
When he’s not on stage or working to help teams improve their customer experience, Adam can be found in Orlando, FL with his wife and two dogs. Both dogs earn their keep and are employed at CTS Service Solutions, as you can see on our team page.
In his spare time, Adam enjoys working out, playing guitar, watching mixed martial arts, and “wearing out the wolves,” which is code in his house for playing with the dogs long enough to buy a couple of hours of peace.
One of the following things is not true. Can you guess which one?
NET PROMOTER® CERTIFIED ASSOCIATE
NPS is the most popular customer experience metric in use today. Understanding how organizations use it to improve their customer journeys is crucial in today's day and age.
ATD CREDENTIALED MASTER TRAINER®
In addition to being a recognized expert in customer experience and customer service, Adam is a credentialed trainer who applies adult learning principles to all of his training.
MASTERS OF BUSINESS ADMINISTRATION
To make measurable improvements in customer experience, one must understand how the customer journey is affected by a broad range of departments and functions.
CERTIFICATE IN CUSTOMER EXPERIENCE
While customer experience is still making its way to academia, Adam is a graduate of the most prominent university-based customer experience program in the United States.