Adam Toporek has been playing in the customer service space for years. He has a regular blog on Customers That Stick, he has written a book, ‘Be Your Customer’s Hero,’ (you can find it below in resources), and he has a one-year-old podcast, ‘Crack the Customer Code,’ with Jeannie Walters, not to mention Adam is a franchise business owner and hires frontline folks to deliver the best customer service they can.
With that introduction, you’ll really enjoy the fast pace of my interview with Adam who is a delight to speak with because of his vast knowledge about this equally vast topic. Here’s a hint about what Adam has to say:
- Customer service is an investment, and the reason it may seem dead to many is due to the fact that there are bigger monopolies and consolidations in industries (again). The largest corporations don’t have competition that requires them to invest in customer service and so they don’t and don’t care.
- Customer service is also a great equalizer. It allows the small-to-medium enterprise to compete for business from the bigger companies and retailers that command the largest market share.
- There may be a magic pill companies use to build customer experience, but at the end of the day, customer service principles are really the same regardless of size of business.
Think about that.
From where did you get really great customer service the very last time you thought about it?
For me, it was when the smallest business and solopreneur called to thank me for joining their digital community.That was Adrienne Smith, the consummate community builder and pro blogger.
Or, when the new email service provider we just got for The Heart of Marketing called to ask if everything was going well and did we need any assistance. That was Get Response, the best provider for customer service.
Adam lives and breathes customer service, and after listening you’ll agree. We encourage you to get his book and listen to his podcast, too; after you listen to ours first, ahem.
Thanks, Adam! You’re #RockHot!
Show notes and resources
Listen to Adam’s podcast, Crack the Customer Code, on iTunes and Stitcher Radio!
Buy the Book!