Monthly Mash and Respect, It Matters
Adam Toporek Keynote Speaker of Customers That Stick®

Monthly Mash and Respect, It Matters


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

Volume 25: November 2013

Thoughts on the Customer: Respect, It Matters

Respect, It Matters | Figure BowingRespect is a loaded word, with differing meanings spanning across cultures, age cohorts, and individuals. For the purposes of this short section, let us just all agree that people want to be respected, and customers, who are paying their hard-earned money for our product or service, expect to be respected.

While the concept of respect is highly individualized, the simple courtesies are universal. How do you show respect?

  • Please
  • Thank You
  • Ma’am
  • Sir

It’s as simple as basic courtesy; yet, how many customer service experiences have you had where these basics were not even present? Of course, once you establish rapport, you can substitute a person’s name and familiarity for ma’am and sir, but please and thank you — they simply never go out of style, and that only leaves me to say…

Thank you for reading this post. Please enjoy the great customer service writing below.

The Month in Customer Service Blogging

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

  • What Millennials Represent to Business – A refreshingly balanced perspective on the growing workforce of Millennials.
  • Data Overload, Inefficiencies Plague Customer Call Centers – In call centers, big data serves to confuse instead of clarify.
  • Customer Service: Small Businesses Have an Edge – Small companies are often able to provide personal service where larger companies cannot.
  • Seven of the Top 10 Activities Customers Perform on Their Cell Phones are Shopping-Related – Fantastic news for companies with mobile-friendly sites, online purchase systems and detailed product information on their sites.
  • How to Use Instagram to Sell Products – Not every store has the manpower to manage an Instagram sales-system the way this shop owner does, but it’s proved profitable for her.

Someone Was Listening

Sometimes the most popular post from the previous month; sometimes just the one I liked best.

If you missed our interview with Matt Dixon of the CEB this month, make sure to check it out. Matt talked about the research behind his book The Effortless Experience and broke down the reasons explaining the relationship between customer effort and disloyalty. Check out Part 1 and Part 2 of the interview series.

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.

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