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Paolo Fabrizio

The Secret of Effective Communication with Customers

Effective Communication,

Everything we say or write is an attempt to convey a message. We tend to think that we excel in effective communication. But, like it or not, most of the times we fail. This is essentially due to two reasons: We have used unclear language (technical words, jargon or ‘brandalese’) that our listener could not understand…


Paolo Fabrizio

What Happens If You Leave The ‘Why’ In Customer’s Hands

Don't Leave The 'Why' In Your Customer's Hands

“Why” is a word that tends to arise in most of our conversations, regardless the topic we’re discussing. It’s so important that Simon Sinek wrote a whole, wonderful book about it that I suggest you to read. When it comes to customer service, if you leave the whys in customer’s hands you’ll have then to deal with


Robin Singh

A Newbie’s Guide To Knowledge Bases

A Newbie’s Guide To Knowledge Bases

In today’s connected world, consumers expect fast and accurate information. If you can’t provide them with what they want exactly when they want it, they will find someone who can. It’s really as simple as that! Which is why you need to try and meet every need of your target customers. Consistently satisfying customers makes


Paolo Fabrizio

Why No News Is Not Good News In Customer Service

no news is not good news

When I started working about 20 years ago, a mantra was ‘we must avoid customer complaints.’ That was the first time I heard about customer retention. Today, working as a customer service consultant and trainer, I still see many companies trying to prevent complaints. But in the meantime, technology has dramatically changed customers’ behavior. In this


Michael Brenner

7 Ways To Build Trust with Your Content Marketing

Build Trust

Trust! No business can get off the ground without it anymore. Lose it, and you’re done for! In this article, Michael Brenner offers 7 tips to help you build trust with your content marketing. This is another in our “Great Articles You may have missed” series. Build Trust with Your Content Marketing Trust is the


Shelly Kramer

For Happy Customers, Look Beyond the Sales Funnel

For Happy Customers, Look Beyond the Sales Funnel

The Sales Funnel is good, but it isn’t everything! Shelly Kramer offers food for thought about what lies beyond the funnel. It is another in our “Great Articles You may have missed” series. Quit Focusing on the Sales Funnel Many companies today focus on the traditional sales funnel—they hunt, lure, and trap leads. Then, they


Robin Singh

9 Reasons to Adopt a Knowledge Base for Your Website

Knowledge Base

Having a knowledge base for your website is becoming more and more popular, as it can provide users with many benefits. No matter what kind of a website you have and what products or services you offer, creating a knowledge base and integrating it with your website is a great step to take. It can


Andy Capaloff

Viewing Customer Experience With Consumers Eyes

Customer Experience

It’s time for us all to switch hats and look at our entire businesses from the point of view of a customer. Ideally, all companies would do this. But while many have become too large, or perhaps just turned into dinosaurs, and couldn’t change quickly if their existence depended on it, you and I don’t


Paolo Fabrizio

4 Sentences That Make Your Customers Mad

4 Sentences that make your customers mad:Happy Your Customers

Sometimes innocent words ignite fires – especially if you work in a customer service environment. I guess you’ve heard of the mantra ‘just follow the rules’, right? So I ask you: what happens when the rules don’t work? After many years within companies, and now today as a customer service consultant, I can tell you


Paolo Fabrizio

Use Social Customer Service To Nurture Your Business

nurture business relationships

For many years, customer service has been underrated. Most brands have considered it ‘a post-sales activity’ or worse ‘just a necessary cost’. This ignores the inner value of customer service for overall business. Well, if you still have this kind of approach in 2017, it is no wonder that you struggle to retain your customers! In this


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