August 8, 2023
Get Your Digital Timing Aligned With Your Customers
If you practice a team sport, you know that your actions are intertwined with others. It happens just the same in business because every company is made of people working with other people. What is vital today is the ability to decide whether to take action or have a conversation. In a nutshell, getting aligned…
July 5, 2023
3 Reasons To Keep Things Simple For Your Customers
With such a plethora of omnichannel platforms and artificial intelligence solutions, Digital Customer Service has become a sophisticated thing from a company’s standpoint. In fact, managers need to carefully pick investments in technology, being aware of the hyper-fast ever-changing pace of it. So what about your customers, then? Here are actionable tips to help you…
June 5, 2023
How Do You Fix An Issue With Your Customer?
‘I’ve screwed up!’ That’s the typical expression when you make a mistake or detect a problem that impacts a customer’s experience. Soon after that, it’s time though to roll up your sleeves: how do you face? I’m asking that because while you’re working to fix an issue, you also need to decide how to communicate…
May 9, 2023
Why Should Your Customers Pay Attention?
Why Should Your Customers Pay Attention? You may answer ‘…because it’s in their interest doing so’. While I may agree with you, such an answer is based on rational elements: whenever customers ask for some kind of support, they should listen carefully. Well, I have some bad news for you though, because some of them…
April 11, 2023
Nurture Customer Relationships Before It’s Too Late
Despite loads of companies claiming to be ‘customer-centric’, I still observe a huge gap in customer experiences. I can confirm that by first-hand experience because I carry out Digital Customer Service conversation analyses for my clients on a regular basis. The fact is that today nurturing relationships means taking care of each interaction and it…
March 7, 2023
3 Behaviors That Make Or Break Customer Experience
During the last three months, I’ve been traveling a lot to meet clients, mostly driving my car. Therefore I’ve also had some time to think about how customer relationships are born, evolve, and sometimes cut up. More specifically, what aspects influence the whole relationship in a positive or negative way, just like in any other…
February 7, 2023
Two Customer Feedback Types You Need To Balance
‘They’ve been so helpful that I’ll definitely come back again’ or ‘the staff was really unhelpful: never again!’ Whether they rant or rave after having had an experience with your business, customer feedback is mostly service-related. However, if you watch them just through that lens, you’ll get a partial view of the picture. Thus you…
January 3, 2023
How Will You Improve Customer Experience?
It is becoming ever more important that you constantly improve customer experience to stay competitive. After such a bold statement, I invite you to read the rest of this article. If you disagree, stop reading now because I won’t do anything to convince you. The fact is that I’ve been listening to many companies saying…
December 6, 2022
It’s Time to Re-Think Digital Customer Service
The recent turmoils at Twitter and consequent layoffs affecting them, as well as other social platforms, have raised major concerns. This has become a highly complex scenario, and investors and stakeholders alike are worried about the future of Twitter, Facebook, and other social media. In this article though, I’m going to focus on another aspect…
November 8, 2022
Are You Keeping Your Customer Relationships Alive?
After some time together, your customer decides to take a different path. They decide to stop the cooperation with you for an unidentified length of time. Quite a shock, uh? If you have already experienced this, you know that your first reaction is emotional, often with mixed feelings. However, as counterintuitive as it seems, that’s…
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