Customer Service Culture [EN]

When people love what they do, they convey their passion to the listeners. That’s exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >>

When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this gre...

Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. Read full article >>

Channel inconsistency, especially between traditional and digital one kills the customer experience. What's even worse is that such experiences generate doubts and dramatically reduce overall level of customers trust. So you just can't afford it to lose potential sales! In this episode Paolo Fabrizio helps you understand why it happens and how to prevent that. Full article here >>

Whenever we acquire a new customer it's such an exciting moment, that we can even feel the adrenaline pumping inside our body. But does the customer feel the same positive emotions...or rather bitter-sweet sensations? Here's a winning case example to get you inspired. Full article here >>

Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don't close the loop. Full article here >>

Out there too many voices are asking for customer's attention, time and money. Here's how you can stand out becoming the number one customer's choice. Full article here >>

I have finished delivering a 5-month customer service training path for a french client company. On the very last session I delved into a specific topic, also known as second line of support. Since that’s still a pain point for many companies I share experiences and actionable tips. Full article on CustomerServiceCulture.com >>

Many companies have set up their corporate values, but there's often a gap between them and how customers perceive them. These 3 laser focus questions will help you deep dive into your current state of the art. Full article here >>

Paolo Fabrizio tells about an important lesson learnt back in 1995 and why it is still relevant. Because 'timing' in your digital customer conversations is key, today more than ever. Read full article >>

Since experiences speak louder than words, I tell you about my recent training sessions that I've held for various customer service teams. The reason why? I gave them tons energy and information, but I also learnt a lot from them. Read full article >> http://bit.ly/3UFJnKb

What are you doing to prevent your support agents burnout? How do you timely detect the first dangerous symptoms? In this episode Paolo Fabrizio shares 3 actionable tips. Read full article >> https://bit.ly/3eOHStg

If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how to achieve such a crucial goal. Read full article >> https://bit.ly/2CCzg5w

In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode. *** *** *** Read full article here: http://bit.ly/Podcast-17ENG

In this episode Paolo Fabrizio interviews Dean McCann founder of HelpHandles, a platform that analyzes brands customer support performances on Twitter. Read full article here: http://bit.ly/HelpHandles

In this episode I host Carley Bakker, online reputation manager, talking about the connection between customers online reviews and brands business results. *** *** *** Read full article here: http://bit.ly/Podcast-15ENG *** *** ***

In this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX. *** *** *** Read full article here: http://bit.ly/Podcast-14ENG *** *** ***

Listen to this episode: I host Luke Porter, Social Customer Service expert, talking about challenges and opportunity deriving from dealing with customers via social networks. *** *** *** Read full article here: http://bit.ly/podcast-13-ENG *** *** ***

In this podcast I answer to a frequent question 'which customer service channel should I invest on?' Highlights of this episode below: 00:05 Intro and welcome 00:57 'Which customer service channels shall my brand choose?' 01:47 Why active listing is the first step to take before any decision 02:41 [Case study #1] How Hyatt hotels is piloting Facebook Messengers to deal with their customers 03:35 M...

In this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article –> http://bit.ly/1Q0EeV3 Highlights of this podcast: 00:21 Intro and welcoming Danielle. A1 00:49 Danielle explains her activity as social customer service consultant at her company BrightCultures.com A2 02:29 She fell in love with customer service helping financial services companies (banks...

In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wL The highlights of this episode: 00:21 Intro and welcoming Billie. 01:21 Billie tells about herself and how she developed her broad expertise in social customer care as for spanish and latin markets. 03:23 Brands needs t...

Delighted to be guest of Mallie Hart & Brooke Ballard's 'Ready, set, podcast' show talking about social customer service. Enjoy their full article here –> http://bit.ly/1IyYr3Z

Why people endorse you? Here's my experience about social networking Highlights of this podcast: 00:25 Setting up the table for dinner... 01:05 Why people endorse you? 01:55 How to take advantage of social networking. 02:09 Each online conversation is a BIG chance for you. 03:50 Reaching to a broader audience. 04:25 Greetings (till next one). Read full article here –> http://linkd.in/1FUxFAg

In this podcast i give some inspirations to better plan your 2015 Business goals. Highlights of this episode: 0:29 Intro. 0:48 Do you really need Social Media predictions? 1:11 Review your current year's results. 1:51 Setting Social Media priorities. 2:15 Two inspirational articles* for you (links below in the "more juice for you" section of this post). 3:10 Two options for your digital marketing...

Check out the highlights of this 7th Social Antipasti Podcast: At minute 0:45 –> Intro: why Companies are concerned about their staff social behavior. At minute 1:30 –> At work/at home; how does your staff socially behave. At minute 2:11 –> Impulsive acts on Social Networks may affect your reputation and your life. At minute 2:47 –> a dramatic example [case study]. At minute 3:20 –> think before h...