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Paolo Fabrizio

Social Customer Service Is Going Private – Are You?

Private social customer service messaging

If you’re a market leader, your main focus is to stay ahead from your competitors. When you find yourself in such a privileged position you also benefit from another great advantage: the way is clear in front of you, so it’s easier taking the right directions at the right time. Conversely, when you’re a follower, you


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Susan Gilbert

Build More Sales Through Promoting Brand Benefits

Brand USP and benefits Is your business focused more on your product or service features than the benefits these can provide for your prospects? Are you attracting subscribers yet not converting these into sales? Imagine that you are a customer inside a retail store interested in purchasing an appliance. The sales associate goes over all


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Mike Jones

8 Ways to Improve Your Customer Experience

The Importance of Customer Experience Often overlooked, Customer Experience is one of the main factors that contributes to the success of your brand. It is as important as your digital marketing strategies, website usability and, of course, product quality. In other words, you need to identify the means to offer your clients a satisfying and


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Paolo Fabrizio

The First Thing To Do Before Social Customer Service

Before Social Customer Service, do this first

‘Do, do, do’.  This is not a song. It’s a common approach though for many brands, assuming that the more they do the better business results they’ll get. The bad news is that this equation is not necessarily effective. In fact, as we live in a fast-paced, competitive world, taking smart and innovative decisions and


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Paolo Fabrizio

How To Use Empathy In Social Customer Service

Empathy

Convincing a reluctant prospect to become your customer or an existing one to remain is not that easy; if you want to have chances to be successful, you have to provide them with great reasons. Actually you need to spur their emotional side with one of the most powerful triggers in customer service — empathy.  Every


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Paolo Fabrizio

When Social Customer Service becomes a nightmare

Due to my activity in the ‘customer service arena’, friends and peers often tell me about their experiences with brands (especially if disappointing). For example, last week my colleague Maria was badly treated by a rude bookshop owner while my friend Marco asked for assistance via Twitter for car insurance cover. Unfortunately he got wrong information,


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Paolo Fabrizio

The Link Between Social, Customer Service and Sales

If I had to sum up the impact of social media on business with just one word, I’d call it a r-evolution; it describes perfectly the digital tsunami that affected marketing, sales and customer service. Consumers have become more and more inclined to ‘tweet on brands doors‘ rather than pick up the phone and make a


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Susan Gilbert

How To Overcome These 5 Common Customer Objections

Are your prospects avoiding you? Is your business not getting the results it needs from your pitches to potential customers? The problem may be in your approach, which can turn away a valuable lead. An offer that is too detailed or complicated, or priced too high, may be repel a potential customer instead of attracting


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Paolo Fabrizio

Are you using Social Customer Service wisely?

When it comes to using Social Customer Service, some people tend to focus on the first word. After all, everybody talks about ‘social’ everyday. However, that’s a wrong approach to this topic, since customer service is the main goal, while social is just the tool to deliver it. If brands underestimate this aspect, they’re bound


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Diana Beyer

How to Encourage Your Customers to Provide Real Feedback

“Tell us what you think.” In almost every transaction that you complete, you are asked in some way to give your feedback. This is because smart business owners know that gathering feedback from customers, analyzing it, and using that information to make improvements is the best way to ensure that customers are continually receiving the


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