July 7, 2020
Deal With The Unexpected to Elevate Customer Service Standards
“Ok, we’re all set to go.” Then, suddenly. something happens and it ruins your plans. Of course, that’s not nice but that’s life and it’s up to you to face the issue and then get it fixed. Easier said than done though, especially when it comes to providing support to your customers regardless of the…
June 2, 2020
Why Digital Customer Service Is Like a Wave
Imagine you’re on a sandy beach entering the water. Suddenly you spot a big wave coming towards you and you must rapidly choose between two options: surfing the wave or being pushed away by its force. What we’ve seen in customer service during these last 3 months is the rise of a huge wave of…
May 4, 2020
2 Secret Ingredients For Rock Solid Digital Customer Service
Yes, the situation is still complex but it’s not the same as one month ago. While one month ago most organizations were stuck on ‘what shall we do now’ many of them have already moved on and that’s good news. Meanwhile, a large number of consumers all over the world have sought assistance through digital…
April 7, 2020
How To Ignite Digital Customer Service In Complex Times
While I’m writing this article here in Milan, Italy I constantly hear ambulance sirens going back and forth for a dramatic reason that is globally hitting us. Nevertheless, time goes on and life does as well, meaning that we have to keep either ourselves and our businesses alive. As for customer service, many people with…
March 3, 2020
The Winning Link Between Customer Service and Marketing
If you have worked within companies, you know that one of the most common issues is lack of internal communication. Departments tend to become clam-like when it comes to sharing information with colleagues not belonging to the same ‘tribe’. Having personally experienced such situations, I have noticed that the more departments become silos, the more…
February 4, 2020
Is Your Customer Service Addicted to KPI?
‘Metrics, metrics, metrics’. That’s one of the most common refrains when it comes to measuring the effectiveness of customer service. This golden rush towards the the best one(s) has even increased with the spread of support thru digital channels. What shall we measure? How often? What can we do to improve results? That’s causing a…
January 7, 2020
Customer Service Failures: From Hello to Hell No!
After this festive season, we are ready to get on with the new year. Despite our usual good intentions ‘I want to be more friendly, helpful or patient’, our daily routine soon brings our feet back on the ground. That will surely happen when you need to get in touch with the customer service of…
January 2, 2020
Curatti Best Articles of 2019 (And Happy New Year 2020!)
The end of the decade is upon us (unless you are a pendant, lol!). How marketing in general and websites have evolved! Search is unrecognizable, but the evolution has been gradual enough that you could be forgiven for thinking it was always like this. Social Business went mainstream quite some time ago but has a…
December 3, 2019
How To Use Digital Customer Service To Make Business Alliances
‘Tool’ is definitely one the most frequently used terms in Digital Customer Service. But it is overvalued. Actually it’s just part of the solution. In fact, even though tools are very important, they are not enough to deliver excellent and consistent customer experiences. The other missing ingredient? People soft skills, meaning those who daily interact…
November 21, 2019
12 eCommerce Sales, Twitter and Customer Relationships 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…
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