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cover of episode #7 Adam Toporek: Key Strategies for Enhancing Customer Experience in Any Business

#7 Adam Toporek: Key Strategies for Enhancing Customer Experience in Any Business

2023/12/6
logo of podcast Experts of Experience

Experts of Experience
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A
Adam Toporek
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Lauren
Topics
Adam Toporek: 本人作为第三代企业家，对客户体验有着独特的视角，强调在任何规模的企业中，以人为本的服务至关重要。在客户体验领域，人工智能、将客户体验作为战略重点以及情感在客户体验中的作用是重要的发展趋势。通过识别和追踪客户旅程中的‘真相时刻’，企业可以更好地管理客户情绪，提升客户满意度。他还分享了其著作《Be Your Customer’s Hero》中的见解，强调一线员工在客户体验中的关键作用，并提出了‘让客户自己打倒自己’的策略，即耐心倾听客户抱怨，直到他们情绪平复，再提供解决方案。 Lauren: 与Adam Toporek的对话中，探讨了如何通过关注情感、识别‘真相时刻’以及利用AI技术来提升客户体验。同时，也强调了员工赋权的重要性，并分享了丽思卡尔顿酒店的成功案例，以及如何避免领导者在员工赋权方面常犯的错误，例如害怕授权、只关注实际授权而忽略心理授权，以及缺乏信任。此外，还讨论了衡量客户体验的新方法，例如关注客户终身价值，以及如何将定性和定量数据结合起来，全面评估客户体验。

Deep Dive

Chapters
Adam Toporek, a customer experience expert, highlights his entrepreneurial background and how it influences his customer-centric approach, emphasizing the importance of strong customer relationships, especially in small businesses.
  • Adam Toporek is a third-generation entrepreneur with a background in small businesses.
  • His family history in retail and wholesale has shaped his customer-centric approach.
  • He emphasizes the importance of customer relationships, particularly for small businesses.

Shownotes Transcript

Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience. 

In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success.

Adam, with his deep entrepreneurial background, also touches on the evolving role of AI in customer experience and shares practical tips from his book 'Be Your Customer's Hero'. 

Tune in for an episode filled with actionable advice and transformative ideas, perfect for any business looking to improve their customer engagement.

If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.

 

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1)

 

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Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess)

 

(00:00) Introduction to Adam Toporek

(01:11) Adam's Background and Approach to CX

(02:25) Emerging Trends in Customer Experience

(04:22) The Role of Emotion in Customer Service

(07:56) Identifying and Tracking Moments of Truth in CX

(10:50) Insights from Adam's Book "Be Your Customer's Hero"

(14:13) Solving the Employee Experience Puzzle

(17:14) Defining and Implementing Employee Empowerment

(23:19) Real-world Examples of Effective Empowerment

(27:34) AI’s Impact on Customer Experience

(31:39) The Balance Between AI and Human Interaction

(35:31) Innovations in Measuring Customer Experience

(39:48) Final Advice and Takeaways from Adam Toporek