Category Archives for Customer Service Blog
Your Customer’s Emotional Triggers
Back in 2015 , we created The 7 service Triggers, a framework for understanding common triggers or hot buttons that elicit a negative emotional reaction in customers. The 7 Service Triggers explored the
More...
Predictably Irrational by Dan Ariely (a One Win Book Review)
In this One Win Book Review, we take a look at Predictably Irrational by Dan Ariely. Check out the video below to hear Adam’s one win that you can take away from Predictably Irrational to improve
More...
Customer Service Tip of the Week by Jeff Toister (a One Win Book Review)
In this One Win Book Review, we take a look at Customer Service Tip of the Week by Jeff Toister. Check out the video below to hear Adam’s one win that you can take away from Customer Service Tip
More...
Talk Triggers by Jay Baer and Daniel Lemin (a One Win Book Review)
In this One Win Book Review, we take a look at Talk Triggers by Jay Baer and Daniel Lemin. Check out the video below to hear Adam’s one win that you can take away from Talk Triggers to improve your
More...
The Convenience Revolution by Shep Hyken (a One Win Book Review)
In this One Win Book Review, we take a look at The Convenience Revolution by Shep Hyken. Check out the video below to hear Adam’s one win that you can take away from The Convenience Revolution to
More...
Starting a Culture of Customer-Focused Innovation
Innovation in customer experience is all too often either not talked about or not prioritized. When innovation is addressed, it is most commonly approached through the lens of technology. Certainly, much
More...
Our New Business Book Review Series: One Win Book Reviews
Welcome to our new series, One Win Book Reviews. The goal of One Win Book Reviews is to take the best books from customer experience, customer service, business and related fields and share a single powerful
More...
Adam Toporek’s 3S Customer Service Process
I find it powerful to use processes as teaching tools. Processes help people remember the steps they need to take when executing a strategy — they give a framework for success. In Be Your Customer’s
More...
The Worst Way to Call a Customer
A well placed call to a customer can be one of the most valuable forms of communication in today’s business environment. When you make a sincere, customer-focused outbound call, you are using one
More...
It’s Never too Late to Win with Customer Experience: The Comcast Turnaround
DISCLAIMER: Back in October, I (and other CX leaders) received a trip to Comcast’s amazing new Technology Center. I was not compensated in any way for my participation. Comcast covered the costs
More...