Monthly Mash and Killing Preconceptions
Adam Toporek Keynote Speaker of Customers That Stick®

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.

  • 5 Telephone Etiquette Tips to Help You Deal with Angry Customers  – Telephone etiquette tips for when you have an angry customer on the line including how to transfer in a positive way and how to offer winning solutions.
  • When Do You Need a Chief Customer Officer? – Six questions to help you decide if your company needs a Chief Customer Officer.
  • Do You Feel It Is Important To Celebrate Service Excellence? – Are you celebrating your great customer service moments with your team? Some reasons why you should.
  • 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:

About the Author Adam Toporek

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.

follow me on:

Leave a Comment:

Add Your Reply