Monthly Mash: Customer Experience Tools and The Customer Conversation
Adam Toporek Keynote Speaker of Customers That Stick®
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Monthly Mash: Customer Experience Tools and The Customer Conversation

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

Volume 10: August 2012

Customer Experience Resource: The Customer Conversation

This month’s customer experience resource comes from none other than — well, us. The Customer Conversation is our newly-branded and formatted eNewsletter.

Our traffic here at Customers That Stick has shot up to new levels in the past few months — August traffic being almost triple that of June. And as the traffic has grown, so have the subscribers to our mailing list.

So, we have begun focusing more time and energy on creating quality content for our eNewsletter, and The Customer Conversation has been the outgrowth of that focus.

The Customer Conversation Logo

The Customer Conversation features a variety of exclusive content, with more being added each month. In addition to our new Monday Motivation series, we are also launching our full new eBook on September 24 entitled 7 Secret Customer Service Techniques Every Expert Knows! If you want a preview of the content, check out this post about secret customer service technique #6.

If you are interested in The Customer Conversation and our new eBook, please sign up via the form below. Of course, our list is NO SPAM. We will not sell or give out your information.

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The Month in Customer Service Blogging

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

  • The Power of Personalized Recommendations – For busy online shoppers, a personal recommendation based on purchase history or previous searches can encourage an unexpected sale.
  • 4 Ways Technology Can Improve Customer Service – As technology evolves, it is important that companies focus on how technology can simplify (not complicate) the customer experience.
  • Best in Practice [infographic] – This infographic shows what works in customer service and areas where companies should focus their efforts.
  • Eleven Tips for Wooing Customers – One tip that I liked urges businesses to call past customers just to let them know what’s new. It might just be the reason they come back in…
  • Customer-Obsessed Service – Some companies view their customers as an asset. You could call that obsessed or just really customer-centric.
  • Nick Meiers: Using Kano Analysis to Improve Guest Satisfaction – An informative look at how companies can determine which elements of the customer experience are most important.
  • Customer Experience Should Be Part of Your Business – A look at how to approach customer experience optimization for large companies with multi-channel issues.

Someone Was Listening

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

How Do You Handle an Angry Customer? Patrick Swayze Style! — This post takes a look at one of the first steps in handling angry customers — being nice. Anyone who remembers Patrick Swayze’s classic B-Movie Road House will appreciate this post.

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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