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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


Nathan Sykes
Experiential Marketing

A lot has changed about how marketing campaigns are designed and delivered in the modern age, where technology seems to power everything. It could be that we’re seeing the last days of traditional billboards and static advertisements in magazines. These days, it’s videos, blogs, live events and interactive media that seem to capture the public’s


Avinash Nair

3 Things Every eCommerce Brand Should Know About Millennials

Millennials and eCommerce

The Millennial generation is on track to become one of the biggest and most important customer segments for online commerce. Not only are they far more comfortable with using technology to make purchases, but they are also a widely diverse group that is going to soon outnumber Baby Boomers. This will make Millennials arguably the


Meredith Wood

11 Types of Difficult Customers and How to Handle Them [Infographic]

Difficult Customers

To state the blindingly obvious, your business is nothing without customers. Every interaction a customer has with a business comes helps that customer decide their attitude towards the business. These interactions include: The actual product or service that the business is based on The advertising that the customer is exposed to – whether on social media or


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


Susan Gilbert

This Is Why You Need to Narrow Your Marketing Focus

Narrow Your Marketing Focus

Is your business spinning its wheels with every popular social media marketing platform? Narrow Your Marketing Focus! After losing traction, you may have been spending more money in your budget than you have wanted to on advertising. But you can still succeed in reaching an audience by focusing on the right methods without the need


John Jantsch

Here’s Why Your Customers Don’t Care About Your Products and Services

Your Customers Don’t Care About Your Products and Services

We all know that business success is not just about having the best products and services. Well beyond that, it’s not all about finding your customers. It’s about how you position your message. This is a very important article from John Jantsch, and is another in our “Great Articles You may have missed” series. Your


Paolo Fabrizio

Are You Making Your Customer’s Lives Easier?

Are You Making Your Customer's Lives Easier?

A few weeks ago I attended the Customer Service Summit in New York. One of the most highlighted topics was customer’s shift towards text-based channels (social networks, instant messaging apps and chat). So what are the consequences of this new habit? Simple and scary: customers have higher and higher expectations, and they easily become impatient


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

How To Effectively Deal With Customer Rage

Ccustomer Rage

A couple of weeks ago I was on a train heading to Florence, Italy. Unfortunately we remained stuck inside a tunnel for over 2 hours. All of the passengers were stranded, as the train crew literally disappeared. Desaparecidos (that’s how we say it in Italy!). We could barely understand the ‘train voice’, which gave us


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