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Author name: Adam Toporek

Why is customer service important? | young worker with curious expression

Why is Customer Service Important?

The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors.

3 Psychological Triggers to Prevent in Retail Customer Service 

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction?  When I ask these questions in our customer service trainings, the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own …

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Why customer service language is used? | young trainee thinking

Why Customer Service Language is Used?

Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service. About The Non-Designer’s Design Book FROM THE PUBLISHER: …

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How to Use Customer Lifetime Value to Manage Employee Empowerment

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment. One of the reasons …

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