The Podcast So Far This Season
Customers That Stick - Adam Toporek
by Adam Toporek
2y ago
The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below. Check Out Our Season Sponsor (and get a free report) In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, cus ..read more
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Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara
Customers That Stick - Adam Toporek
by Adam Toporek
2y ago
Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the near-term future looks like. First, Sign Up for the Webinar: November 19, 2020 You can sign up at this link: https://agara.ai/hassle-free-cx-webinar/ An Interview with Dawn Varghese Please tell us a little about the mission of Agara. Agara is an autonomous vo ..read more
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Popular Products Co-Created with Customers
Customers That Stick - Adam Toporek
by Adam Toporek
2y ago
Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination Did you know that some of your favorite products today were ideas from customers? Customer co-creation has been around since the 20th century — minus the fancy name. Brands have been observing customers, listening to what customers want and creating new products and services based on their ideas. Vans, Starbucks, McDonalds — these are ju ..read more
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Empathy Is Not Just a Mindset; It Is a Learned Skill
Customers That Stick - Adam Toporek
by Adam Toporek
2y ago
Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand how to both have and demonstrate empathy is essential to delivering Hero-Class® service. Listening to much of the talk about empathy in recent weeks, I’ve noticed that a key piece of the empathy puzzle is often missing, a crucial aspect of helpi ..read more
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Can I Work a Customer Service Job from Home?
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased. While the demand side of the equation is likely to be uncertain for some time, we believe that we wi ..read more
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Are Customer Reviews Reliable?
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the data can be judged as being a fairly good indication of the truth. So, one of the first questions when asking if reviews are reliable is simply how many reviews there are. You’re much safer trusting large number averages than you are individual reviews. Individual reviews ..read more
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How to Destroy a Customer Relationship in the Final Moments
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about. However, I’m okay ranting with a purpose — when there is an underlying lesson that can help you improve your approach to customer experience ..read more
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Do Customer Service Jobs Come With Training?
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. Companies that have true customer-centric cultures, that are known for their customer experience, train their employees not only on the operational aspects of the job, such as how to use a computer, but on what we call soft skills, how to work with customers. If you’re looking to get into customer service because you think taking care of customers is something you would like to do as a job or career, you shoul ..read more
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The Meditations of Marcus Aurelius by Marcus Aurelius (a One Win Book Review)
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service. About The Meditations of Marcus Aurelius FROM THE PUBLISHER: One of the world’s most famous and influential books, Meditations, by the Roman emperor Marcus Aurelius (A.D. 121–180), incorporates the stoic precepts he used to cope with his life as a warrior and administrator of an empire. Ascending to the imperial thr ..read more
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Can Customer Service Be Taught?
Customers That Stick - Adam Toporek
by Adam Toporek
3y ago
Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not? Certainly, there are people who are more inclined to the skills that make for successful customer service rep than others and there’s a small percentage of the population that has no business being in any customer-facing role, ever. No really, ever. They simply don’t have the personality or people skills to do it. Past that however, customer service is a set of skills and philosop ..read more
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