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Paolo Fabrizio

How To Use Digital Customer Service To Make Business Alliances

Use Digital Customer Service To Build 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…



Paolo Fabrizio

From Bad to Great Conversations With Customers

How To Up Your Conversations With YOUR Customers

The words that we use can make or break a conversation. In fact timing, context and tone of voice play a crucial role in driving sentiment. When it comes to customer service, digital channels are useful but not enough themselves to have smooth, effective communications. How does that actually happen? How can we leverage conversations…


Patrick Cole

5 Tactics For Extending Conversations With Customers

Communication is the key to building a long lasting relationship with your customers. After all, it’s fairly rare for a relationship to form between a brand and a consumer after a single moment of contact. Your job, as a content marketer, is to find ways to maintain contact by identifying opportunities to keep the conversation…


Martin (Marty) Smith

The New Ecommerce: Current Best Practices

Tomorrow's Ecomerce graphic

From Tomorrow’s Ecommerce: Designing Tomorrow’s Ecom Website Today Haiku Deck The Haiku Deck above is about the New Ecommerce. We’ve written (or are writing) three blog posts to support trends we see in the new ecommerce including: I: Current Ecommerce Best Practices (you are reading this :). II: Rise of the Social & Mobile Web…