Articles by Paolo Fabrizio

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Paolo Fabrizio
July 10, 2017

Nobody Hears The Customer Screaming

nobody hears the customer scream except the customer-centric

I recently attended two major customer service events here in Italy. The first was ‘Chat Bots For Enterprise‘ which  took place in Florence and it was mainly attended by software providers. The second one, ‘Customer day‘, was held in my home city, Milan. Many customer service directors of major brands gathered to tell about how they


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Paolo Fabrizio
June 5, 2017

The Answer Is Customers: What Are The Right Questions?

Customer retention: The Answer Is Customers: What Are The Right Questions?

Here’s the good news: commitment, perseverance and business acumen are essential to get new customers. Here’s the bad news: once you won them you need to use the same ingredients plus adding extra effort if you want to retain them! As business is based on the relationship between people, it is paramount to nurture them


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Paolo Fabrizio
May 8, 2017

4 Sentences That Make Your Customers Mad

4 Sentences that make your customers mad:Happy Your Customers

Sometimes innocent words ignite fires – especially if you work in a customer service environment. I guess you’ve heard of the mantra ‘just follow the rules’, right? So I ask you: what happens when the rules don’t work? After many years within companies, and now today as a customer service consultant, I can tell you


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Paolo Fabrizio
April 14, 2017

Curatti On Air: Overcoming Social Customer Service Hurdles

Even though most people use social media every day, many brands are still reluctant to use it as customer support channels. That’s due to different reasons but – as a consultant – I’ve experienced three Social Customer Service hurdles, and I’ve turned them into questions for you in this post. At the end of it


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Paolo Fabrizio
March 6, 2017

Use Social Customer Service To Nurture Your Business

nurture business relationships

For many years, customer service has been underrated. Most brands have considered it ‘a post-sales activity’ or worse ‘just a necessary cost’. This ignores the inner value of customer service for overall business. Well, if you still have this kind of approach in 2017, it is no wonder that you struggle to retain your customers! In this


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Paolo Fabrizio
February 6, 2017

The Must-Have’s of a Social Customer Service Platform

Social Customer Service platform

‘Hey Paolo, what’s the best Social Customer Service platform for my business’? This is a question I often get asked that can not be answered with a tweet. In fact, by the time a brand is searching for a ‘digital dashboard’ to interact with different channels with customers, they should have already planned their overall customer


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Paolo Fabrizio
January 8, 2017

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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Paolo Fabrizio
December 4, 2016

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
November 6, 2016

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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Paolo Fabrizio
October 9, 2016

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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