December 4, 2016
The Secret Recipe For Successful Social Customer Service
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…
November 6, 2016
Social Customer Service Is Going Private – Are You?
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…
October 9, 2016
The First Thing To Do Before Social Customer Service
‘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…
September 11, 2016
How To Use Empathy In Social Customer Service
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…
August 7, 2016
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,…
July 10, 2016
The Link Between Social, Customer Service and Sales
[et_pb_section admin_label=”section”] [et_pb_row admin_label=”row”] [et_pb_column type=”4_4″] [et_pb_text admin_label=”Text”] 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…
June 5, 2016
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…
May 1, 2016
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…
April 4, 2016
Is Social Customer Service just for big brands?
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…
February 28, 2016
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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