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Paolo Fabrizio

The Cultural Shift Towards Digital Customer Service

Corporate Culture Shift

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…


Paolo Fabrizio

How to Harness Digital Customer Service in Your Organization

Digital Customer Service Strategy

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…


Paolo Fabrizio

Customer Service is The Art: Are You Shaping Yours?

Customer Service Is The Art

‘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…


Paolo Fabrizio

New Competencies That Every Customer Service Manager Needs

What Every Customer Service Manager Must Learn

“…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.…



Paolo Fabrizio

Customers Use Social To Cut The Double Waiting Time

Don't Make Your Customers Wait For Customer Service

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…


Jessica Leone

Is The Customer Always Right? [Infographic]

The customer is always right

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…


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…


Gaetano DiNardi

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…


Paolo Fabrizio

Build Customer Service Priorities To Improve Your Business

Customer Service Priorities

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…


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