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Paolo Fabrizio

How To Use Mobile for Social Customer Service

Social Mobile Customer Service

Happy new year to you all!    The trend is clear. A growing number of CEOs are convinced that improving customer service has a direct, beneficial impact on business. However, when it comes to adopting digital tools in order to attract and retain customers, there’s still a lot to be done. That’s why I’m going to…


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Susan Gilbert

Improve Your Customer Reach Through Target Market Research

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Would you like to hone your customer reach strategies and find the most interested prospects for your business without a lot of guesswork? With a great target market research game plan, you can. You just need to find out who exactly your audience is and what matters to them the most. As you gain an…


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Paolo Fabrizio

The Secret Recipe For Successful Social Customer Service

Customer Service recipe

Every December we see a proliferation of articles with predictions for the following year. The funny thing is that you can get some of them until February! Anyway don’t worry because this post is NOT one of those. I’m inviting you to focus on the present in order to take advantage of it. In fact, when it…


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Paolo Fabrizio

Social Customer Service Is Going Private – Are You?

Private social customer service messaging

If you’re a market leader, your main focus is to stay ahead from your competitors. When you find yourself in such a privileged position you also benefit from another great advantage: the way is clear in front of you, so it’s easier taking the right directions at the right time. Conversely, when you’re a follower, you…


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Susan Gilbert

Build More Sales Through Promoting Brand Benefits

Brand USP and benefits

Brand USP and benefits Is your business focused more on your product or service features than the benefits these can provide for your prospects? Are you attracting subscribers yet not converting these into sales? Imagine that you are a customer inside a retail store interested in purchasing an appliance. The sales associate goes over all…


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Mike Jones

8 Ways to Improve Your Customer Experience

57242554 - customer experience through magnifier. businessman holds out a paper with inscription. closeup view. colored doodle illustration.

The Importance of Customer Experience Often overlooked, Customer Experience is one of the main factors that contributes to the success of your brand. It is as important as your digital marketing strategies, website usability and, of course, product quality. In other words, you need to identify the means to offer your clients a satisfying and…


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Paolo Fabrizio

The First Thing To Do Before Social Customer Service

Before Social Customer Service, do this first

‘Do, do, do’.  This is not a song. It’s a common approach though for many brands, assuming that the more they do the better business results they’ll get. The bad news is that this equation is not necessarily effective. In fact, as we live in a fast-paced, competitive world, taking smart and innovative decisions and…


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Paolo Fabrizio

How To Use Empathy In Social Customer Service

Empathy

Convincing a reluctant prospect to become your customer or an existing one to remain is not that easy; if you want to have chances to be successful, you have to provide them with great reasons. Actually you need to spur their emotional side with one of the most powerful triggers in customer service — empathy.  Every…


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Paolo Fabrizio

When Social Customer Service becomes a nightmare

customer service

Due to my activity in the ‘customer service arena’, friends and peers often tell me about their experiences with brands (especially if disappointing). For example, last week my colleague Maria was badly treated by a rude bookshop owner while my friend Marco asked for assistance via Twitter for car insurance cover. Unfortunately he got wrong information,…


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Paolo Fabrizio

The Link Between Social, Customer Service and Sales

14103221 - customer service concept on blackboard-customer friendly support

If I had to sum up the impact of social media on business with just one word, I’d call it a r-evolution; it describes perfectly the digital tsunami that affected marketing, sales and customer service. Consumers have become more and more inclined to ‘tweet on brands doors‘ rather than pick up the phone and make a…


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