The Importance of First Impressions

In this week’s episode of the SIMPLE brand podcast, I talk with Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines.

Adam’s an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He’s the founder of Customers That Stick®, and the former co-host of the Crack the Customer Code podcast.

Some of the topics we discuss include:

• It doesn’t take grand, superhero actions to become your customer’s hero
• The need for focusing on peak emotions in the customer experience
• Consistently focusing on positive “brand deposits” buys you goodwill with your customers
• The service “triggers” that can set your customer off
• Get the biggest return on your customer experience efforts by identifying and removing your customer’s biggest hassles
• Why you should regularly assess your policies and procedures and cut the ones that hinder your employees
• How curating and sharing success stories is one of the best ways to train employees
• Empowering your employees can deliver hassle-free experiences
• Adam’s 3S process for employees to follow when resolving customer issues

RESOURCES FROM THIS EPISODE:

Adam’s site

Adam’s book - Be Your Customer’s Hero

SIMPLE brand episode 38 with Lisa Bodell - we talk about killing stupid rules and policies