Blog & Podcast 2020-04-04T23:00:16+02:00
internal communication
The more I have conversations with managers, the more they confirm that internal communication is still an issue for most of them. In fact, from one hand they appreciate that in the last two years there’s been an increasing awareness – however it’s not become a priority yet within the organization they’re working for. So
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digital customer
If you use al least one online channel to get support you are a digital customer – and you’re in good company. In fact millions of consumers are doing the same. From a brand standpoint, while before the pandemic digital support was provided only by a limited number of big companies, today also small and
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budget for customer service
I know that this title is pretty ambitious. Actually I did it on purpose because I want to set the record straight from the very beginning, stressing out two debated concepts: the first one is budget for customer service and the second one is frequency. Now, let’s join the dots if you really want to
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adding value
It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because
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team purpose
During a period of my life I used to hate Mondays because I considered my job as meaningless. Conversely, today I look forward to starting the following week because I love what I do. helping organizations as a consultant. These totally different sentiments set apart winning organizations from laggards, based on their customer service team
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