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 heroThe need for focusing on peak emotions in the customer experienceConsistently focusing on positive “brand deposits” buys you goodwill with your customersThe service “triggers” that can set your customer offGet the biggest return on your customer experience efforts by identifying and removing your customer’s biggest hasslesWhy you should regularly assess your policies and procedures and cut the ones that hinder your employeesHow curating and sharing success stories is one of the best ways to train employeesEmpowering your employees can deliver hassle-free experiencesAdam’s 3S process for employees to follow when resolving customer issuesRESOURCES FROM THIS EPISODE:Adam’s siteAdam’s book - Be Your Customer’s HeroSIMPLE brand episode 38 with Lisa Bodell - we talk about killing stupid rules and policies