Adam Toporek's Customer Service Experience Blog
Customer Experience, Customer Focus
As many of you know, we will be launching our new blog at the beginning of March customersthatstick.com. Like all good things, this Customer Service Experience blog must come to an end. Today’s post is the final one that will be published on IntenseFence.com. It’s been fun here at IntenseFence, but this move has been [...]
Volume 4: January 2012 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Customer Experience Resource: Customers That Stick, A Q&A What is Customers That Stick? CTS is our new website dedicated to customer service and the customer [...]
Dear Fellow Business Owner / Manager, Let’s face it — your service sucks. Bad. Now, I’ll be the first to admit my service sucks on occasion too. But in my defense, my sins are unintentional. I am trying to do the right thing, and I either dropped the ball or hired the wrong ball carrier. [...]
Chances are you have an account with a big bank. No, really. There is almost a 1 in 2 chance that you have an account with a Top 10 bank and a 1 in 3 chance that you have an account with one of the Top 3 largest banks. So, there’s a pretty good chance [...]
On Thursday, January 5th, CNBC aired a documentary entitled Customer (Dis)Service. I had hoped to blog about the documentary as it ran, but alas, the hotel I was staying in did not carry CNBC. Fortunately, inbound marketing consultant Ken Mueller gave me a real-time play by play of the show. He also did a brief [...]
Any list of examples of customer service skills is bound to be incomplete. Customer service and customer experience management incorporate operational, technological, and interpersonal skills that are as diverse as they are numerous. However, identifying and developing core customer service skills — in hiring, in promotion, in restructuring — can be an incredible source of [...]
Volume 3: December 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. 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 Problem [...]
Instead of a roundup looking back at the past year, I thought I would take a look forward in this final day of 2011. This blog will be changing a good bit in the coming year, and I wanted to talk briefly about the new direction. Name Change and Redesign The name of blog [...]
The original title of this post was Is Bad Customer Service the Norm? It is a catchy title — better than my current one — however, there is only one problem with it: It isn’t true. My original inspiration for the piece came from a January blog post by Harley Manning over at Forrester summarizing the [...]
Volume 2: November 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Customer Experience Resource: “Hootie” The HootSuite Owl This month’s spotlight is on HootSuite, a social media management dashboard, who has affectionately been renamed Hootie in my [...]
About This Post: This post is designed to help you understand Customer Lifetime Value, apply that understanding to your own business or department, and use that knowledge to make better decisions about marketing and retention. While still short enough for a single read, at over 3,000 words, this post is designed to be a working [...]
The spirit of Thanksgiving is embodied in the name of the day. Somewhere among the football games, the super-caloric gorging, and the tryptophan-induced dozing, we all hopefully pause to reflect and to give thanks for the things we cherish in our lives. For most, this means reflections on family and friends, on health and happiness. [...]
On occasion, we like to take a break from our regular content to highlight a worthy cause outside of our normal discussions of business and customer service. This Nonprofit Spotlight is dedicated to the Blue Key Campaign, which is a “U.S. based initiative to channel the energy of individual citizens to speak out for refugees. [...]
I had the pleasure of attending the DiJulius Group’s Secret Service Summit last week. While many of my fellow bloggers were attending Blogworld in sunny Los Angeles, I decided to head a different direction entirely. After all, what’s better than November in Cleveland, Ohio? It turns out that if you’re into customer service, not much. [...]
Volume 1: October 2011 Mashup Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Many thanks to those who participated and supported the naming of this series! You know who you are. Customer Experience Resource: John DiJulius This month’s spotlight [...]
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