March 5, 2019
Customers Use Social To Cut The Double Waiting Time
Last week, I met the customer service team of an insurance company. I showed them a road map to help them integrate social networks effectively. They need to embrace Social Customer Service because an increasing number of customers ask for information and support thru Facebook and Twitter. As you can imagine, I had to answer…
February 7, 2019
Is The Customer Always Right? [Infographic]
Through feedback, reviews, and at times a brutally honest opinion, your customer will poke holes in your business and tell you what they need or want. However, people can’t always see beyond what’s directly in front of them. While you should always hear your customers out, regardless if it’s positive or negative, it doesn’t mean…
February 4, 2019
3 Common Customer Service Sins To Get Rid Of
Last Monday I had an interesting conversation with Paul, an English colleague of mine. As we are both 100% customer service focussed, we usually talk about this topic. But this time, we did so in a different way, asking each other: ‘what’s the biggest customer service pain point in your local market?’ This simple question…
January 31, 2019
25 Data Driven Customer Service Trends and Tips for Small Business
The rise of automation, including self-service, has created a rapidly changing customer service industry. Certainly, they have prompted a major shift in the way customers communicate with businesses. Not only are consumers expecting near instant resolution of their issues, they are expecting it in a personalized and courteous manner. There are several things your customer…
January 7, 2019
Build Customer Service Priorities To Improve Your Business
The first days of the new year are usually full of good intentions: ‘I’ll start doing this, I’ll change that…’ and so on. Like it or not, sometimes we are not able to accomplish all that we wish to do. When it comes to customer service, it’s not easier since managers always struggle with constraints…
December 27, 2018
Curatti Best Articles of 2018 – Part One
How has 2018 changed things for you? Have the trends so boldly proclaimed in last year’s forecast articles come to fruition? Have you decided to take a new direction for any reason? (Please tell us in the comments section!) For us, the year was over far too quickly – like a blur. We cut back…
December 4, 2018
Focus on People to Support Your Customers
Last week, I hosted a live Q&A on behalf of a client where I video-answered their colleague’s questions about Digital Customer Service. It’s not the first time that I have done it, but it’s always exciting dealing ‘live’ with questions that you don’t know in advance. In this case, my customers were the participants of…
November 20, 2018
12 Tools To Improve Business Communication, Twitter, and Websites
The following is made up of 3 “Monday Tips” articles, each of which talks about 4 helpful tools and resources around a specific area of your business. Today, the subjects are: Improve your business communication Attract more Twitter followers Make your website more interactive Improve Your Business Communication & Reach With These 4 Tools 1)…
November 6, 2018
Why You Can’t Do Without The 3 Customer Service Pillars
You can’t fake customers. When they ask for support, they quickly realize whether the customer service they’re dealing with is rock solid or shaky. The difference is entirely relevant, since a rising number of people switch to a competitor after just one negative experience. So, in this article, you will learn about the three customer…
October 9, 2018
How To Turn Customer Conversations Into Sales Opportunities
Our relationships are based on conversations and actions. Regardless as to whether they are personal or professional, we need to walk the talk if we want to build and nurture them. If we don’t, we may lose those relationships. When it comes to customer service, what we say, how we say it and what we…
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