Home
Videos uploaded by user “Customers That Stick”
The Ritz-Carlton's Famous $2,000 Rule
 
03:06
How does the Ritz-Carlton empower it's employees? Known as one of the gold standards of customer service, the Ritz Carlton has been rightly studied and dissected over the years in an attempt to find the “secret” Ritz sauce. Entire books have been written just on the Ritz’s customer service. One aspect of the Ritz’s service that has received a lot of coverage is the fact that the Ritz empowers its employees to spend up to $2,000 to solve customer problems without asking for a manager. Yes, you read that right, Ritz-Carlton employees can spend up to $2,000 per incident, not per year, to rescue a guest experience. Once you’ve checked out the video above, make sure to check out the original blog post here: http://customersthatstick.com/blog/customer-loyalty/the-ritz-carltons-famous-2000-rule/ ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Snapchat: https://www.snapchat.com/add/adamtoporek Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Views: 7171 Customers That Stick
Be Your Customer's Hero Book Trailer
 
02:25
The official book trailer for Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines, Adam Toporek's new book on customer service for customer-facing professionals. What others are saying about Be Your Customer's Hero: "This book does more than just teach customer service skills; it also presents a powerful worldview of how we should view and treat our customers. Be Your Customer’s Hero is a must-read for every person in a customer-facing role.” -- Jack Canfield. Author of The Success Principles and co-creator of the best-selling Chicken Soup for the Soul series "Let’s face it, customer service is difficult for both customers and service providers. Adam’s approach to understanding, appreciating and serving the customer is sorely needed in the world we live in today." -- Jeannie Walters. CEO, 360Connext and Co-Host, Crack The Customer Code For more information go to http://beyourcustomershero.com Note: Other than Adam's narration, all of the words spoken by the actors are taken from a survey of retail workers conducted by CTS Service Solutions in March of 2015.
Views: 6115 Customers That Stick
What Does Customer Service Mean to You?
 
02:01
What does customer service mean to you? In this short video, Adam gives his take on this common job interview question. If you’ve been struggling to find a good way to answer this question in interviews, listen to Adam’s take and see how you can adapt it for yourself. Then, the next time you apply for a customer service job, you’ll be prepared. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Snapchat: https://www.snapchat.com/add/adamtoporek Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
An Interview with Matthew Dixon of The Effortless Experience
 
22:22
In this interview, we talk with Matthew Dixon, coauthor of The Effortless Experience. The Effortless Experience posits a direct relationship between reducing customer effort and increased customer loyalty. In the interview, we touch on topics ranging from customer effort and its impact on customer loyalty to how to prevent customer defections. For more on Matt go to: http://www.executiveboard.com/exbd/sales-service/effortless-experience/authors/index.page? Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Knows http://customersthatstick.com/free-customer-service-ebook That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Views: 4753 Customers That Stick
What Is the Customer Effort Score?
 
03:32
In this interview, we talk to Matthew Dixon, coauthor of The Effortless Experience. The Effortless Experience posits a direct relationship between reducing customer effort and increasing customer loyalty. One of the primary themes of the book is that customer delight is overrated and that customer service interactions tend to be drivers of disloyalty overall. In this clip, we discuss the Customer Effort Score. Matt describes the research he and the CEB team performed to develop this customer loyalty metric and how it can shine a unique lens on an organization's customer experience. For more on Matthew Dixon, go to: http://www.executiveboard.com/exbd/sales-service/effortless-experience/authors/index.page? Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Knows http://customersthatstick.com/free-customer-service-ebook That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Views: 2292 Customers That Stick
How Employee Empowerment Really Works
 
03:33
Actual empowerment is the granting of increased roles, responsibilities, and authority. Psychological empowerment is how employees feel about the powers they've been granted. As Adam discusses in the video, organizations often don’t consider the psychological piece when empowering employees. Worse, for companies that are shifting culturally from a command and control approach to a more empowered one, the psychological piece is the more important of the two. Just because you grant employees more power and authority, they still might not feel empowered. And when employees don’t feel empowered, they are unlikely to use the tools you have given them to resolve customer issues promptly and on the spot. Just remember, that without psychological empowerment, actual empowerment is of limited value. For more on employee empowerment, make sure to check out our fantastic resource: http://customersthatstick.com/employee-empowerment/ Also, want to see how the legendary Ritz-Carlton approaches empowerment? Check out http://customersthatstick.com/blog/customer-loyalty/the-ritz-carltons-famous-2000-rule/. ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Snapchat: https://www.snapchat.com/add/adamtoporek Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Views: 1869 Customers That Stick
Adam Toporek’s Mini-Keynote on Customer Experience Leadership
 
05:11
How does customer experience leadership differ from general leadership? What are the skills and strategies leaders need to successfully lead a customer-focused team? In this showcase, mini-keynote, customer experience and customer service expert Adam Toporek gives a brief sample of his Be Your Team’s Hero keynote speech and introduces his powerful 3E Leadership Framework. To hire Adam to speak with your audience, please contact us at http://customersthatstick.com/customer-experience-keynote-speaker/. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM AND CTS Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/customer-experience-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Views: 2434 Customers That Stick
Customer Service Expert Answers: Is the Customer Always Right?
 
01:59
“The customer is always right” is perhaps the most repeated and hated phrase in all of customer service. Taken literally, the idea is a joke. Customers are not always right; in fact, they’re often so wrong that you wonder what they’re even talking about. Yet the focus on the literal meaning of the phrase has overshadowed the original intent of the idea: putting the customer first above almost everything else. The phrase was designed a long time ago to shift the mindset of service reps from taking advantage of customers to taking care of customers, from giving attitude to giving respect. ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
John DiJulius Interview, Part 2: The Ten Commandments to Providing a World-Class Customer Experience
 
09:47
A Skype interview with John DiJulius, leading authority on customer service and the customer experience. John gets in-depth on a few of his famous Ten Commandments, such as creating a world-class culture and having non-negotiable standards.
What Is Net Promoter Score?
 
01:40
Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question: How likely is it that you would recommend [brand/product/service] to a friend or colleague? The concept of NPS was first proposed in 2003 by Fred Reichheld in his in his Harvard Business Review article, The One Number You Need to Grow. (https://hbr.org/2003/12/the-one-number-you-need-to-grow) If you are involved in measuring or providing customer experiences in any way, NPS is a concept you should be familiar with. ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
The Importance of Reducing Customer Effort
 
04:02
In this interview, we talk to Matthew Dixon, coauthor of The Effortless Experience. The Effortless Experience posits a direct relationship between reducing customer effort and increasing customer loyalty. One of the primary themes of the book is that customer delight is overrated and that customer service interactions tend to be drivers of disloyalty overall. In this clip, we discuss "generic service," one of the five drivers of disloyalty proposed in The Effortless Experience. Generic service can become a source of customer effort because it affects how customers perceive the effort associated with service interactions. For more on Matthew Dixon, go to: http://www.executiveboard.com/exbd/sales-service/effortless-experience/authors/index.page? Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Knows http://customersthatstick.com/free-customer-service-ebook That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Views: 2675 Customers That Stick
3 Examples of How to Easily WOW Customers
 
04:00
If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are not needed to create great customer experiences, they can still have a positive impact on your customer’s emotional state. WOWing customers is generally a good thing, and you should make use of any easy opportunities you have to these mini-momentous moments. In this video, Adam takes you through three examples of how easy it is to create WOW moments for customers without great expense or effort. These examples will help inspire you to find easy WOW moments in your own customer’s journeys. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Adam Toporek’s Live Customer Service Training Workshop
 
03:24
REVOLUTIONIZE YOUR SERVICE WITH THE BE YOUR CUSTOMER'S HERO CUSTOMER SERVICE WORKSHOP AND TRAINING. MORE INFO? CONTACT US! http://customersthatstick.com/customer-service-workshop/ ----------- You know that a great customer experience makes everyone’s life easier – especially yours.  But how do you get your staff to consistently deliver it? If you’re a customer service manager, a small business owner, or someone responsible for a service department… you’ve probably asked yourself that question. And if you’ve tried customer service training before and it didn’t make a difference, you’re probably wondering if it’s even feasible.   But rest assured: it is possible to create lasting improvement in your customer service, and Adam Toporek and CTS Service Solutions have helped a lot of businesses do it. Now, we all know that there is a LOT of customer service training out there, and you can easily hire someone to come in and read from a manual that someone else wrote. But in today’s day and age, if you want your team to learn customer service, then you MUST HIRE a customer service and customer experience expert. Why? Because your team’s heard the basics before. When Adam does a workshop, the magic that happens in that room, is in the questions. It’s when a team member raises his or her hand and asks, “what do you do if _____?” And you know what ____ is, ____ is that situation they can’t figure out — the challenge that all of the training and experience they’ve had up until now did not equip them to deal with. And having that answer — knowing how to fill in that _____ — is what makes our training different, memorable, and effective. Ready to transform your customer service team? Simply reach out here: http://customersthatstick.com/customer-service-workshop/
Views: 8837 Customers That Stick
The Fusion of Brand and Culture with Denise Lee Yohn
 
21:43
In this installment of our “Expert Interviews” series on YouTube, I interview Denise Lee Yohn. Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker and consultant, and an influential writer. In this fun, wide-ranging discussion, Denise and Adam cover how culture building is hard work. Culture is more than just slogans and posters and requires leaders with vision. Denise reveals her five steps for making sure that your brand and your culture are aligned. Some other highlights of Adam's conversation with Denise are... The importance of having an authentic brand, Why you need an overarching purpose and set of core values, and How great brands design incentives around values. ABOUT DENISE Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker and consultant, and an influential writer. In addition to FUSION, she is the author of the bestselling book What Great Brands Do: The Seven Brand-Building Principles that Separate the Best from the Rest (Jossey-Bass) and the e-book Extraordinary Experiences: What Great Retail and Restaurant Brands Do. News media including FOX Business TV, CNBC, The Wall Street Journal, and NPR call on Denise when they want an expert point-of-view on hot business issues. She is a regular contributor to Harvard Business Review and Forbes, and has also written for Fast Company, Entrepreneur, and [email protected], among others. Web: http://deniseleeyohn.com Twitter: https://twitter.com/deniseleeyohn LinkedIn: https://www.linkedin.com/in/deniseleeyohn/ ____________________________________________________________________________________________________________________________________ CONNECT WITH US Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/customer-experience-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Who Is Your Customer Greeter?
 
03:29
When we think of customer service greeters, the Wal-Mart greeter often comes to mind. However, most organizations don’t have a dedicated greeter; they have frontline teams with other roles who are also responsible for greeting the customer and creating the first impression with the customer. For management, understanding the customer’s journey and who in the organizations is “greeting” the customers is important both for experience design and training. For frontline reps, understanding how instrumental they are in creating the first impressions and setting the tone for the customer experience can help them approach these interactions more purpsoefully. Watch the video for more. ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Customer Service Training: What's In It For Me
 
02:41
What do our customers want when they conduct business with us? Each individual, of course, has different wants and desires, but almost all customers have one central question underlying their business interactions: What’s in it for me (WIIFM)? The concept of WIIFM is taught across disciplines in business— from sales to management to customer service. WIIFM encapsulates the idea that people want to know what they will get out of something; they want to know how they will benefit. WIIFM presents us with a world in which customers are always transactional in their approaches to us. Every transaction is simply an opportunity to get the most gain possible from a company. Fortunately, for the vast majority of customers, this is not the case. Customers actually want other things from their relationships with us in addition to knowing what’s in it for them. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
The Future of the Social Purpose Corporation -- Stan Phelps
 
03:01
Stan Phelps, is the Founder of PurpleGoldfish.com. He is a TEDx speaker, Forbes contributor and IBM Futurist that focuses on customer experience and employee engagement. He’s the author of five books: Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, and Purple Goldfish - Service Edition. In this interview, Stan discusses some of the reasons why he believes that corporations without a social purpose will be left behind in the coming years. Millennials will be over 50% of the workforce in 2020, and Stan sees a shift in how corporations will define themselves. For more on Stan, go to http://purplegoldfish.com. ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
Creating a Customer Service Culture with Jeff Toister
 
28:34
In this interview with Jeff Toister of Toister Solutions, we focus on the importance of culture to organizations and some of the ways organizations can go about improving their cultures. Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture. In this in-depth discussion about culture, Adam and Jeff discuss the following: - How culture influences behaviors - Why it's important to define your culture - The three things you need to define a customer service vision Make sure to learn more about Jeff at... http://toistersolutions.com http://www.serviceculturebook.com http://insidecustomerservice.com ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Social Media Customer Service with Jay Baer
 
14:05
Jay Baer is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers. He recently wrote a fantastic book on social media customer service called Hug Your Haters. In the interview, Jay digs into social customer service, talks about Hug Your Haters, and shares some great advice for those, particularly small business owners, who want to improve their social service game. A few of the topics we cover: - How can small businesses approach social media customer service. - Why customers confronting companies via social media is natural. - What to do if you’re catching up and have never responded to reviews. For more on Jay go to http://jaybaer.com or http://hugyourhaters.com. ========================================= For more customer service training and insights or to connect with Adam, please say hi at the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
Inside Customer Service with Jeannie Walters
 
03:40
In this episode of Inside Customer Service, we feature Jeannie Walters. Jeannie is the Chief Customer Experience Investigator™ and founder of 360Connext, a Chicago-based consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. In addition to writing and consulting, she speaks on topics including employee engagement, social media and communications in corporate environments. For more on Jeannie, go to http://360connext.com/. Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Know http://customersthatstick.com/7-secret-customer-service-techniques-every-expert-knows/ That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Amazing Customer Service with Shep Hyken
 
26:07
In this installment of our “Expert Interviews” series on YouTube, Adam interviews Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. AMAZING CUSTOMER SERVICE: FROM CULTURE TO TRAINING TO TECH In this fun, wide-ranging discussion, Shep and Adam cover a variety of different customer service and customer experience topics. Shep reveals his six-step process for starting to create a customer-focused or customer-centric culture and how organizations can use mini-trainings to create results. Some other highlights of Adam's conversation with Shep are... - How one bad apple can spoil the whole bunch when it comes to culture, - Why not everyone is cut out to be in a customer-facing role, and - How technology can make customer experiences better, and more personal. Make sure to check these and other great points from Shep in the video. LEARN MORE ABOUT SHEP Web: http://hyken.com Twitter: https://twitter.com/Hyken LinkedIn: https://www.linkedin.com/in/shephyken/ ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Customer Service Training: You Don't Know Your Customer's Story
 
03:51
While practically all customers have in common lives that are too stressful and hassle filled, what they don’t have in common is a set of similar circumstances in their personal lives. Your customers do not have the same story. By understanding that each customer has a back story, one that can affect their behavior as customers, frontline customer service reps can better relate to customers and depersonalize customer actions that are challenging. As a customer-facing professional, one of the best things you can do to enjoy your job and deliver Hero-Class® customer service is to approach customers from the perspective that you don’t know what is going on with them. This knowledge can help remind you that everyone who’s short with you is not a jerk, everyone who ignores you is not rude, and everyone who curses at you is not a bully. This knowledge can help you keep in mind that most of the time it’s not personal but really is about something else. Check out the video for some powerful examples of how knowing someone’s story can shift your perspective and approach. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Inside Customer Service with Kate Nasser
 
05:12
In this episode of Inside Customer Service, we feature Kate Nasser The People-Skills Coach™. Kate is a professional speaker, consultant, coach and trainer. Her workshops inspire improvements in communication, customer service, teamwork, and growth in professional people skills. Kate focuses on creating solutions for her clients' problems with incomparable enthusiasm and energy. For more on Kate, go to http://katenasser.com/. Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Know http://customersthatstick.com/7-secret-customer-service-techniques-every-expert-knows/ That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Does Smiling on the Phone Work?
 
02:43
It is standard advice in sales and customer service to smile while talking on the phone. In fact, there is even a term for this when applied to outgoing calls: “Smile and Dial.” While this advice has been around for years, it is amazing how many people have still not been exposed to it. In addition to people who have never had foundational sales or customer service training, newer entrants to the workforce have almost never been given this advice. It’s not exactly the kind of thing they teach in school. However, the real question is, does it work? Is this age-old advice just another bit of business “wisdom” passed on year after year, or does it have some validity? Here is the link to the original article referenced in the video: http://customersthatstick.com/blog/customer-service-training/smiling-on-the-phone-does-it-really-work/ ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
How Welcomers Create Great First Impressions for Your Business
 
01:57
A segment from an interview with Richard Shapiro from The Center for Client Retention and author of the customer service book The Welcomer Edge. Richard discusses what Welcomers are and how important they are to a business.
Is Your Customer Service Consistent?
 
02:40
Consistency is one of the greatest challenges in customer service. In this video, I tell the story of one of my favorite restaurants that used to have its servers write personalized or creative notes on napkins and tickets. This practice was a regular one for awhile, then it stopped. While the gesture was an ancillary touch (the absence of which was certainly not going to make me stop eating there), I certainly noticed when it didn’t happen.  I had become used to a certain experience, and I noticed when it changed, especially since it was not replaced with anything similar. For more on consistency in customer service, see this accompanying blog post: http://customersthatstick.com/blog/customer-service-techniques/is-your-customer-service-consistent/ ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
John DiJulius Interview Part 3: Improving The Customer Experience
 
09:56
A Skype interview with John DiJulius, leading authority on customer service and the customer experience. John gets talks about the customer experience cycle and gives great tips for how companies can better approach improving their customer experience.
Views: 1953 Customers That Stick
Keynote Speaker Adam Toporek: An Incredible Story of HERO Customer Service
 
05:57
In this excerpt from his Be Your Team's Hero keynote, Adam Toporek tells a funny and incredible story about a hero customer service moment he and his wife experienced in Asheville, NC, with a lesson for leaders on how to lead teams that create moments like these. To book Adam for your next event, please visit http://adamtoporek.com
Customer Service Training: All Customers Are Irrational
 
02:40
The degree to which the subconscious mind influences how customers experience the world is astounding—even the smallest inputs can influence customer expectations and behavior. The simplest changes to the details of customer experience—to price, to store layout, to overhead music—can profoundly change how customers view their experiences with your organization. Understanding that customers don’t always process information rationally can be a great lens not only for helping you depersonalize customer behavior but also for assisting you in handling service issues. For more on this topic, make sure to check out Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
Keynote Speaker Adam Toporek's Legendary Theme Park Customer Service Story
 
05:34
In this now legendary story from his Be Your Team's Hero keynote, Adam Toporek tells the amazing story of the customer experience his wife received while at a theme park in Orlando, FL. This amazing customer service story shows how customer experience leaders can use proactive vision to anticipate customer needs and design around them. To book Adam for your next event, please visit http://adamtoporek.com
The Role of Courtesy in Customer Service
 
03:02
Customer service begins and ends with the common courtesies that grandmothers have been espousing for years. While courtesy can be extended in many ways, the most obvious courtesies are communication based. Do you say “Please” when you ask for her credit card? Do you say “Thank you” when she hands it to you? Do you refer to her as “Ma’am” when you address her? “Please,” “Thank you,” “Sir,” “Ma’am,” as well as similar words and phrases, are the basic building blocks of respectful communication and are the baseline for creating Hero-Class customer experiences. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Can Customer Experience Be Defense Against Disruption?
 
05:39
Can great customer experiences help organizations defend against disruption? Adam proposes that organizations that have built loyalty through great customer experiences are better positioned to defend against disruption in their industries. Would the taxi industry have been hit so hard by Uber and Lyft if the customer experiences in that industry had been better? Check out the video to hear Adam’s answer. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ ____________________________________________________________________________________________________________________________________
The Importance of Onboarding Employees
 
01:42
Onboarding employees is an extremely important and often neglected practice. All too often employers simply show new team members where the paper clips are and how to use the computer system, but they don't show them the organization's service standards or how to treat customers. In this video shot at Medallia's Experience 2017 conference (to which he was provided a ticket), Adam discusses why onboarding employees well is so important. https://experience.medallia.com/ ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
Improve Your Customer Experience with Microinteractions -- Jeannie Walters
 
03:58
Jeannie Walters has spent nearly 20 years evaluating and improving customer experiences. She is a Certified Customer Experience Professional (CCXP,) the Chicagoland Ambassador and a CX Expert Panel member for the Customer Experience Professionals Association, a Professional Member of the National Speakers Association, and a TEDx speaker. In this interview, Jeannie shares her thoughts on how organizations can focus on and improve their microinteractions. She points out how organizations are missing small opportunities to connect with customers, from social media to everyday interactions. For more on Jeannie go to http://360connext.com or http://crackthecustomercode.com. ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
Inside Customer Service with Richard Shapiro
 
06:05
In this episode of Inside Customer Service, we feature Richard Shapiro, the Founder and President of The Center For Client Retention, which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. For more on Richard, go to http://richardrshapiro.com Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Knows http://customersthatstick.com/7-secret-customer-service-techniques-every-expert-knows/ That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Review of The Convenience Revolution
 
02:05
In this One Win Book Review, we take a look at The Convenience Revolution by Shep Hyken. Check out the video above to hear Adam's the one win that you can take away from The Convenience Revolution to improve your organization's customer experience and customer service. FROM THE PUBLISHER: How can you disrupt your competition – and maybe even an entire industry? Be convenient! Whether you’re trying to out-service a competitor or disrupt an entire in­dustry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. And, when you do, your customers will reward you with their money, their loyalty and their referrals. That’s the advantage of joining The Convenience Revolution. This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies to fuel your plan to create convenience for your customers. Each of these strategies are supported by numerous examples and case studies from many different businesses and industries that include huge Fortune 50 companies to small local businesses. There is even a chapter on how individuals can be more convenient. For more info, go to http://theconveniencerevolution.com.
Hiring Around Core Values
 
01:57
Often in discussions of hiring and interviewing, the concept of core values is ignored. To hire new team members that are a good cultural fit, experience and skills are not enough. In this video shot at Medallia's Experience 2017 conference (to which he was provided a ticket), Adam discusses how Lego focuses on core values when hiring by placing applicants in the customer-facing environment and observing their attitude and comfort level. ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
3 Ways You're Hassling Your Customers
 
02:04
The meaning of the word "hassle" can vary from one customer to another, but in general, it is when a customer experiences effort or friction when doing business with an organization. In this video, Adam breaks down three of the most common sources of hassle that customers experience. By seeking to identify these particular pain points in your customer’s journey, you can create, smoother, more enjoyable customer experiences. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM AND CTS Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/customer-experience-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ How to Deal with Difficult Customers Virtual Training: http://howtodealwithdifficultcustomers.com ____________________________________________________________________________________________________________________________________
The Importance of Closing the Loop
 
04:28
In customer experience, the term closing the loop means to make sure that a customer's experience or issue is fully resolved. Closing the loop is important, because thinking a customer's issue is resolved and knowing that the customer actually feels that it's resolved are two different things. However, closing the loop goes beyond just closing it with customers; closing the loop internally is important as well. You want to circle back with the rep involved with the issue to look for process improvements and training opportunities, and you want to close the loop at the managerial level to address issues that are happening on a systemic level. ____________________________________________________________________________________________________________________________________ CONNECT WITH ADAM Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
Instilling Culture Throughout the Organization
 
03:25
Adam and Jeannie report from Medallia’s Experience-17 conference (to which they were provided tickets) to discuss common challenges and benefits of instilling culture throughout organizations. Creating or shifting culture is not easy in any company, and in larger organizations, it’s an enormous feat. But as we’ve learned from amazing sessions at the Experience-2017 conference, this is changing! In this special on-location report, Adam and Jeannie share takeaways from brands who get it and what they’re doing about it, along with a few tips you can use today. ____________________________________________________________________________________________________________________________________ For more great customer experience content, go to http://crackthecustomercode.com. Also, make sure to subscribe to Crack the Customer Code on iTunes, Overcast, or GooglePlay. To learn more about Jeannie Walters, go to http://360connext.com To learn more about Adam Toporek, go to http://customersthatstick.com. ____________________________________________________________________________________________________________________________________
Does Personalization Matter to Retail Customers?
 
03:46
How much does personalization matter to retail customers. Adam share his thoughts on some recent research from SpringBoard Retail on the apparel industry. Despite all of the hype around personalization these days, it may not be as important to retail as many think. ____________________________________________________________________________________________________________________________________ CONNECT WITH ME Twitter: https://twitter.com/adamtoporek Instagram: http://instagram.com/adamtoporek Snapchat: https://www.snapchat.com/add/adamtoporek Facebook: https://www.facebook.com/customersthatstick HOW WE HELP Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Be Your Customer’s Hero: http://amzn.to/1BGj6em ____________________________________________________________________________________________________________________________________
The Power of Creativity in Sales
 
04:14
An interview with Daniel Newman, author of The New Rules of Customer Engagement: 6 Trends Reinventing the Way We Sell. In this excerpt, Dan talks about how organizations can use creativity to adapt to the way the sales process is changing and to better serve customers. For more on Daniel Newman and The New Rules of Customer Engagement, check out http://millennialceo.com Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Know http://customersthatstick.com/free-customer-service-ebook/ That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Review of Talk Triggers
 
02:29
In this One Win Book Review, we take a look at Talk Triggers by Jay Baer and Daniel Lemin. Check out the video above to hear Adam's one win that you can take away from Talk Triggers to help you improve your organization's customer experience and customer service. FROM THE PUBLISHER: Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%. Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business. For more info, go to https://www.talktriggers.com/. For more One Win Book Reviews and other great content, click this link to subscribe to our YouTube channel today! https://www.youtube.com/user/customersthatstick?sub_confirmation=1
Reduce Service Costs with Next Issue Resolution
 
04:26
In this interview, we talk to Matthew Dixon, coauthor of The Effortless Experience. The Effortless Experience posits a direct relationship between reducing customer effort and increasing customer loyalty. One of the primary themes of the book is that customer delight is overrated and that customer service interactions tend to be drivers of disloyalty overall. In this clip, we discuss the impact of multiple customer interactions on the customer experience and the concept of next issue resolution, attempting to resolve the next issue in advance. For more on Matt go to: http://www.executiveboard.com/exbd/sales-service/effortless-experience/authors/index.page? Also, make sure to check out our FREE customer service eBook: 7 Secret Customer Service Techniques Every Expert Knows http://customersthatstick.com/free-customer-service-ebook That legal stuff: Please note, the statements and opinions expressed by interviewees in no way represent the opinions or endorsement of CTS Service Solutions, its owners or employees.
Consistency Among Multiple Brands
 
04:00
Adam and Jeannie report from Medallia’s Experience-17 conference (to which they were both provided tickets) to bring you insights from MGM’s outstanding multi-brand consistency. Today, Adam and Jeannie are sharing some insights from MGM and other brands who have mastered the art of multi-brand consistency. Whether it’s a family of companies under the same ownership, or a group of affiliated organizations, bridging the gaps between them helps customers take their loyalty to a higher level. What does it take to unify the experiences between your brands, or affiliates? Listen in for tips you can use today! For more great customer experience content, go to http://crackthecustomercode.com. Also, make sure to subscribe to Crack the Customer Code on iTunes, Overcast, or GooglePlay. To learn more about Jeannie Walters, go to http://360connext.com To learn more about Adam Toporek, go to http://customersthatstick.com.
What Great Brands Do with Denise Lee Yohn
 
04:14
I had the pleasure to catch up with my friend and brand expert Denise Lee Yohn at Medallia's recent Experience 17 conference (to which Medallia provided me a ticket). Denise spoke at the event about the key concepts in her book What Great Brands Do. Denise's seven tenets of what great brands do are as follows: Great brands start inside Great brands avoid selling products Great brands ignore trends Great brands don’t chase customers Great brands sweat the small stuff Great brands commit and stay committed Great brands never have to “give back” As a big proponent of culture as a key ingredient of customer experience, I find the first principle "great brands start inside" to be among the most important. In this video, hear Denise and I discuss how important it is for brands to start inside and why sweating the small stuff is so crucial. For more on Denise, go to http://deniseleeyohn.com ========================================= For more customer service training and insights or to connect with Adam, please visit the following: Customer Service Training: http://customersthatstick.com/customer-service-workshop/ Keynote Speaking: http://customersthatstick.com/hire-business-keynote-speaker/ Customer Service Blog: http://customersthatstick.com/category/blog/ Twitter: https://twitter.com/adamtoporek Facebook: https://www.facebook.com/customersthatstick =========================================
An Interview with Jason Forrest: The Power of Customer Certainty
 
12:03
In this special edition “live” from C-Suite Network conference, three-time Stevie Award winner Jason Forrest discusses the power of customer certainty. Adam was able to talk to Jason about… - The intersection between sales and customer experience, - How instilling a sense of certainty in your customers is crucial to loyalty, and - The effect of treating existing customers differently than prospects. Make sure to learn more about Jason and The C-Suite Network below: ABOUT JASON As a sales professional, author, speaker, and coach, Jason’s job is to empower professionals and executives to unleash their human performance and master their leadership skills in sales, management, culture and service; for the purpose of increasing profit through people. Jason grew up under the influence of his father who was a business owner and professional salesperson, his mother, a persuasive speaking professor and Zig Ziglar, his Sunday school teacher and world-famous salesperson/motivational speaker. Jason learned how to drive profit through doing rather than observing. These influences and experiences shaped him into who he is today – a salesperson first, a behavioral change expert, a national speaker and a coach who pushes organizations to become highly profitable while creating a “best place to work” culture. Every year, Jason delivers approximately 92 keynotes/seminars and conducts 850 group coaching calls with sales teams, managers, and executives. LINKS: Forrest Performance Group: http://fpg.com/about-fpg/ Jason Twitter: https://twitter.com/jforrestspeaker C-Suite Radio: http://www.c-suiteradio.com The C-Suite Network: https://c-suitenetwork.com ========================================= For more great customer experience content, go to http://crackthecustomercode.com. Also, make sure to subscribe to Crack the Customer Code on iTunes, Overcast, or GooglePlay. To learn more about Jeannie Walters, go to http://360connext.com To learn more about Adam Toporek, go to http://customersthatstick.com. =========================================
Don't Assume Your Customer's Journey
 
05:02
Live, not live, from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make two strong cases for mapping your customer’s journey more thoroughly. Your customer’s journey is not what you think it is Too often, brands elect not to map the entire customer journey because they think they know all about what happens. Unfortunately, this sense of understanding is typically based on assumptions around the ideal journey, not the actual experience. As a result, customers experience unnecessary friction, frustration, and broken promises. But it’s not just about the journey they have as your customer. As you’ll learn in this episode, considering where your customer was before they reached your brand and how they reached you can reveal critical distinctions!
Comcast's Customer Experience Turnaround
 
01:47
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 of attending the meeting (airfare, lodging, etc.) and had a modest thank you gift bag in the room. No expectation was given that we would write about the experience or, for that matter, write positively about the experience. The video above and blog post below represent my opinions and my opinions only. VIDEO NOTES I was invited by my friend, Jay Baer to join an all-star lineup of customer experience and customer service thought leaders (Chip Bell, Jeanne Bliss, Joey Coleman, Steve Curtin, John Dijulius, Matt Dixon, Moira Dorsey, Shep Hyken, Scott McKain, Bill Quiseng, and Jeannie Walters.) at Comcast’s New Technology Center to learn about the improvements to customer experience the company had made since 2015. As someone who had written about Comcast’s desire to turn around the experience ship, it was a true privilege to be invited into the inner sanctum and to see not only what they had done in the three years that had passed but also where the company is headed now. Check out the video above for a few quick thought I recorded while at Comcast's Technology Center and the blog post below for a more detailed account. https://customersthatstick.com/blog/its-never-too-late-to-win-with-customer-experience-the-comcast-turnaround/

Tafluprost generic plavix
Norcuron 10 mg prednisone
Triamt hctz tab 75 50mg prednisone
Comprar la ira de ezio
Rulid 150 mg dawkowanie augmentin