Category: Customer Service

Susan Gilbert
November 21, 2019

12 eCommerce Sales, Twitter and Customer Relationships Tools

eCommerce Sales, Twitter Following, and Customer Relationship Tools

The following is made up of 3 “Business Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: eCommerce tools to boost sales Improve your Twitter following Better Communication and Customer Relationships 4 eCommerce Tools You Can Use to Increase Your Sales…


Paolo Fabrizio
November 5, 2019

The Power of Conversations in Digital Customer Service

The Power of Conversations in Business

‘A picture is worth a thousand words’. This is true. But when it comes to having conversations with customers, words do count! In fact what you say and how you say it can make or break the whole customer experience. Therefore, it has become crucial for all businesses to train highly skilled customer service assistants.…


Paolo Fabrizio
October 1, 2019

What Will You Do When Your Customer Screws Up?

What Will You Do When The Customer Screws Up?

Nobody’s perfect – neither you nor your customers. In fact, sometimes even the most admired brands make customer service mistakes. But they typically have the ability to turn such pitfalls into great customer experiences. In this article though I’m going to focus on the other side of the coin: helping you fix issues that you…


Paolo Fabrizio
September 10, 2019

Approach Your Customer Service Like a Moon Landing

Approach Your Customer Service Like a Moon Landing

Happy September! That’s the time when vacations become fading memories and we need to focus to reach our yearly goals. It’s also the best time to make changes in order to improve your customer service. As a customer, I’m sure you’ve already experienced something similar reading the following three phrases: ‘It was not really bad,…


Paolo Fabrizio
August 6, 2019

Why The First Customer Service Impression Matters

First Customer Service Impression

When it comes to customer service there’s a lot of talk about strategies and tools. Even though they are essential to delivering a seamless omnichannel experience, there is another aspect to be considered: the quality of conversations. Taking care of each one of them is paramount in order to let the customer love your brand.…


Dipti Parmar
July 23, 2019

Win the B2B Race with These 3 Customer Experience Masterstrokes

B2B CUSTOMER EXPERIENCE

When we think customer experience, we typically picture beautiful, well-laid-out stores, a clean and easy to navigate website, and helpful customer service. Retail, largely. But customer experience matters just as much, if not more, in a B2B setting. When you deal directly with businesses, instead of individual consumers, you soon realize that more than anything…


Paolo Fabrizio
July 2, 2019

The Cultural Shift Towards Digital Customer Service

Corporate Culture Shift

Customers have become digital, using social and messaging apps to chat with friends, family and businesses. When it comes to getting support, they’re ‘fast and curious’ because they expect brands to deliver real-time solutions. That’s a demanding challenge for many companies – especially those who haven’t valued the role played by customer service in the…


Paolo Fabrizio
June 4, 2019

How to Harness Digital Customer Service in Your Organization

Digital Customer Service Strategy

Last week I had the chance of speaking about digital customer support at 3 conventions, here in Italy. Audience sizes were different one from the other, as well as the industries represented by managers. There was though, one aspect that all attendees had in common: they were hungry for solutions. In fact one of the…


Paolo Fabrizio
May 7, 2019

Customer Service is The Art: Are You Shaping Yours?

Customer Service Is The Art

‘Hi Paolo, can I tell you about the problem that I had with @namebrand? I’ve reached them via email, phone, and Messenger but they just let me down’. I receive such notes from many frustrated customers. Some of them are peers, others are clients. Guess what they all have in common? They’re looking for good…


Paolo Fabrizio
April 2, 2019

New Competencies That Every Customer Service Manager Needs

What Every Customer Service Manager Must Learn

“…And then we’ll have also a Q&A session with the audience..” That’s an excerpt from the typical conversation that I have over the phone when I get invited to a conference as speaker or panelist. Last week, I participated in two customer service conferences, so had the chance to listen to and answer many questions.…


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