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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


Jericho Gonzales

A New Marketing Funnel Is Taking Over [Infographic]

The New Marketing Funnel

A new marketing funnel is taking over, and it’s completely different from the one you are or were familiar with. For decades, marketers patterned and built their strategies on the linear funnel where there’s only one entrance (brand awareness) and exit (conversion) point throughout the purchasing journey. The primary goal was to acquire leads and


Jan Gordon

Curatti Best Articles of 2018 – Part One

Curatti Thank You

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


Paolo Fabrizio

Focus on People to Support Your Customers

Focus On People: Turn Customers' Frowns Into Smiles

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


Paolo Fabrizio

Why You Can’t Do Without The 3 Customer Service Pillars

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


Paolo Fabrizio

How To Turn Customer Conversations Into Sales Opportunities

Good Customer Conversations Make For More 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


Nathan Sykes

How to Respond to Happy and Unhappy Customers on Social Media

Respond to Happy and Unhappy Customers on Social Media

Social media has transformed both customer service and marketing. Customers now use platforms like Twitter and Facebook both to complain about companies and to compliment them. Some businesses see social platforms as just a potential problem — a source of public customer complaints against them. The companies that get ahead are those that instead see


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