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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

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

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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Susan Gilbert

How To Overcome These 5 Common Customer Objections

Are your prospects avoiding you? Is your business not getting the results it needs from your pitches to potential customers? The problem may be in your approach, which can turn away a valuable lead. An offer that is too detailed or complicated, or priced too high, may be repel a potential customer instead of attracting


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Paolo Fabrizio

Are you using Social Customer Service wisely?

When it comes to using Social Customer Service, some people tend to focus on the first word. After all, everybody talks about ‘social’ everyday. However, that’s a wrong approach to this topic, since customer service is the main goal, while social is just the tool to deliver it. If brands underestimate this aspect, they’re bound


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Diana Beyer

How to Encourage Your Customers to Provide Real Feedback

“Tell us what you think.” In almost every transaction that you complete, you are asked in some way to give your feedback. This is because smart business owners know that gathering feedback from customers, analyzing it, and using that information to make improvements is the best way to ensure that customers are continually receiving the


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Paolo Fabrizio

Boost relationships with Social Customer Service

An increasing number of conversations between customers and brands take place on social networks, thus publicly. At the same time many other consumers enjoy the show by listening and judging how your brand interact with customers. Like it or not, they will take their next purchase decisions upon your brand’s online behavior: speedy and effective responses


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Daniel Newman

The Importance Of Continuity From Marketing To Customer Service

Clients don’t see businesses as departments. They see the cohesive front that a business may call its “face.” When businesses earn a sale, the only expectation a customer has is that their needs with respect to the product will be met. Unfortunately, many business departments operate in silos, away from each other, and without cohesion.


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Paolo Fabrizio

Is Social Customer Service just for big brands?

Brands size

A few days ago I was in Rome to promote my book. So far I’ve been touring four cities and I’m very glad that the audience has always been very participatory. One of the most frequent question I’ve been asked is the title above ↑. That did not surprise me since many people wonder whether Social


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Paolo Fabrizio

The Rise Of Instant Social Customer Service Apps

Technology is like a Ferrari: everybody wants to have one but few would be able to drive it safely. As online conversational platforms are being developed faster and faster, what we still call Social Customer Service might have already become obsolete (!). In fact Social networks are just part of the online customer service basket that each


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