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.
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
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.