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