A Mash of Monthly Mashes
It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. To commemorate three years of the Monthly Mash, here’s a quick look at some of our favorite original content from the series.
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Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays.
Volume 36: October 2014 – The Omnipresent Customer: Customers want to talk with us where they want to talk with us, and they want the experience to be seamless across channels.
Volume 35: September 2014 – Fewer Choices, More Happiness: A review of the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.
Volume 34: August 2014 – Talk Isn’t Cheap: If you ever think that basic customer service communication training is unnecessary, think again. Done poorly it can cost a whole lot.
Volume 33: July 2014 – Baseline Communication: The baseline is never something to strive for, but all customer-facing reps should be trained to know what it is.
Volume 32: June 2014 – Killing Preconceptions: A look into how our preconceptions often blind us to opportunity and prevent us from considering alternative approaches.
Volume 31: May 2014 – Your Systems Are Only as Good as Your People: Whenever systems require humans, the system will only ever be as good as the people using them.
Volume 30: April 2014 – The Customer as Bus Driver: The reality is that for all of the talk of revolutionary product development, the customer still drives the bus most of the time.
Volume 29: March 2014 – Creating Customers For Others: Great customer experience companies know who their customers aren’t and are willing to create customers for others.
Volume 28: February 2014 – Customer Service as a Competitive Advantage: When you can’t differentiate your core offering, customer experience can be the ultimate competitive advantage.
Volume 27: January 2014 – A Customer Service Exception: A customer’s experience is not always determined by the customer service they receive. When experience and service diverge.
Volume 26: December 2013 – The Power of Trust: Customers want to deal with organizations that have integrity and have a positive intent that is beneficial to both parties.
Volume 25: November 2013 – Respect, It Matters: While the concept of respect is highly individualized, the simple courtesies like ‘please’ and ‘thank you’ are universal.
Volume 24: October 2013 – The Powerless Customer: The antidote to customers feeling powerless is mainly about attitude. It begins with awareness, followed by exceptional levels of communication.
Volume 23: September 2013 – The Value of One Customer: What are the ways in which a single customer can add value to your organization?
Volume 21: July 2013 – Names Are a Two-Way Street: It’s important to use our customers’ names but just as important to give out team member names when interacting with clients.
Volume 20: June 2013 – Customer Service Rorschach Test: Why you should ask your team to finish this sentence, “Customers are __________.”
Volume 19: May 2013 – When Self Service is Great Service: Many customers desire a low-touch experience. Give them what they want.
Volume 18: April 2013 – Does Your Team Project The Right Demeanor: Customers judge our tone and energy as much as they do what we say. Help your teams learn to find the right voice for each situation.
Volume 17: March 2013 – Is Every Day April Fool’s Day For Your Customers: When businesses do not deliver on the core promises to customers, the result is much worse than an April Fool’s joke.
Volume 16: February 2013 – Knowing Your Customer’s Why: The first step in designing an incredible customer experience is knowing why your customers are there in the first place.
Photo credits: See individual pages
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.
