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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

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


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


Alice Elliott

10 Reasons Your Readers Aren’t Commenting On Your Blog

10 reasons why readers aren't commenting on your blog

It can be extremely soul destroying putting your heart and soul into creating a fantastic post, and your readers aren’t commenting on your blog. In fact you get zero feedback, zilch, nothing, tumbleweed bounces across your screen. You soon start to doubt your prowess as a blogger. And understandably so, if you get so little recognition for


Andy Capaloff

Surveys: The Perils & Pitfalls And How To Overcome Them

Surveys - We're listening

You’d think that just putting together a survey would be easy, right? Just ask the questions that you feel need answering, then decide the format and software, and where you want to post it. So easy in fact, that at least as of 2013, according to vovici.com, it was estimated that American adults received 7


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