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Bryan Goodwin

Website Advertising Is About To Change. Are You Ready?

Website advertising

Curatti note: This is an important and very timely piece by Bryan Goodwin. He tells stories of obnoxious sales tactics of days gone by, and likens them to modern day website advertising on the web. All ultimately leading to the obvious question: What is acceptable today? If you wish to skip past the history and


Paolo Fabrizio

Curatti On Air: Overcoming Social Customer Service Hurdles

Even though most people use social media every day, many brands are still reluctant to use it as customer support channels. That’s due to different reasons but – as a consultant – I’ve experienced three Social Customer Service hurdles, and I’ve turned them into questions for you in this post. At the end of it


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


Paolo Fabrizio

The Must-Have’s of a Social Customer Service Platform

Social Customer Service platform

‘Hey Paolo, what’s the best Social Customer Service platform for my business’? This is a question I often get asked that can not be answered with a tweet. In fact, by the time a brand is searching for a ‘digital dashboard’ to interact with different channels with customers, they should have already planned their overall customer


Paolo Fabrizio

The Secret Recipe For Successful Social Customer Service

Customer Service recipe

Every December we see a proliferation of articles with predictions for the following year. The funny thing is that you can get some of them until February! Anyway don’t worry because this post is NOT one of those. I’m inviting you to focus on the present in order to take advantage of it. In fact, when it


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


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


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


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


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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