November 5, 2019
The Power of Conversations in Digital Customer Service
‘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.…
October 1, 2019
What Will You Do When Your 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…
September 10, 2019
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,…
August 6, 2019
Why The First Customer Service Impression Matters
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.…
July 23, 2019
Win the B2B Race with These 3 Customer Experience Masterstrokes
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…
July 2, 2019
The Cultural Shift Towards Digital Customer Service
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…
June 4, 2019
How to Harness Digital Customer Service in Your Organization
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…
May 7, 2019
Customer Service is The Art: Are You Shaping Yours?
‘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…
April 2, 2019
New Competencies That Every Customer Service Manager Needs
“…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.…
March 14, 2019
How Conversational Marketing Platforms Can Grow Your Small Business
One of the biggest pain points of small to medium businesses is the ability to nurture potential customers the moment they land on their website. But how do you ensure that your potential “leads” have gotten all the information they wanted from your landing page? Even some of the best-designed landing page will cause questions…
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