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Paolo Fabrizio

3 Common Customer Service Sins To Get Rid Of

Common Customer Service Sins

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


Paolo Fabrizio

Don’t Let Constraints Kill Customer Service

Don't Let Constraints Kill Customer Service

“I wish I could, but unfortunately I can’t…”. That’s the typical sentence that expresses a sense of frustration. Did you ever utter these words? Well, in the past I did it more than once. Today I hear many people saying similar things – whether they refer to their life or their jobs. As a consultant, I


Paolo Fabrizio

5 Customer Service Trends You Shouldn’t Miss

5 Important Customer Service Trends

Yesterday, I asked Milan Malpensa airport for some information because my mom will travel soon and needs special assistance. As I wanted a quick response, I used Twitter because they provide support thru the account @MiAirports. I have to say that it was great! In just 6 minutes I got their answer avoiding any ‘waiting


Avinash Nair

The 3 Most Important Things to Outsource in an Online Business

What should you outsource?

If you’ve recently launched an eCommerce business, or are thinking of doing so, you’ve probably heard something along the lines of: “One of the best things about running an online business is the freedom it provides.” Running a virtual company does offer more freedom and flexibility than a traditional company might. There is no physical


Victoria Greene

What Your Website Imagery Is Really Saying About Your Business

What Does Your Website Imagery Say About Your Business?

First impressions count. And when it comes to web design, you’ve got a matter of moments to make that impression stick. Either that or your new visitor will be just one more increment on your bounce metric. In general, when someone visits a website for the first time, they make their initial evaluation based almost


Paolo Fabrizio

The Story of a Schizophrenic Customer Experience

Schizophrenic Customer Experience

A couple of weeks ago, I got an SMS informing me that my Telco provider could not charge my bill because my credit card had expired. So I immediately activated a new one. All I had to do let my Telco know my new credit card details. Easy thing, uh? Well it should be! But


Asad Ali

The Rise of Multi-Screen Content Consumption [Infographic]

Multi-Screen Content Consumption

We are now well into 2018, and the tech gurus have predicted that it is going to another great year for the eCommerce industry. AI and the IoT will make further inroads into our lives, and the use of internet to handle routine tasks – particularly online buying and shopping – will become a significant


Robert Caruso

The Essential Priorities For Brand Digital Transformation

Digital Transformation

In this article, Robert Caruso tackles the importance for all brands to embrace digital transformation.  It is another in our “Great Articles You may have missed” series. The Top Priorities For Brand Digital Transformation Company digital transformation is something that most enterprise brands today have set as an extreme priority. Mid-market brands too are beginning


Shelly Kramer

How AI Will Change Customer Experience And Marketing

How AI Will Change Customer Experience

In this article, Shelly Kramer once again expounds on AI. This time, it is how it will change customer experience and how marketers will market. It is another in our “Great Articles You may have missed” series. How AI Will Change Customer Experience Artificial Intelligence (AI) is quickly becoming solidly integrated into every aspect of


Chris Richardson

5 Easy Ways to Improve Your Customer Experience

Improve Your Customer Experience

A business that manages to completely satisfy its customers often benefits of long-lasting success. When someone hears about your brand, sees an ad on Facebook, or visits your site for the first time, they automatically become an important component of your business. This random person now becomes a potential customer. Once that happens, you need


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