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
#33 The Power of Proximity in Enhancing Customer Experience
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#14 Chris Ho's Secret to The Art of Delegation and Customer Experience
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