Blog & Podcast 2020-04-04T23:00:16+00:00
It’s easy to be cheering when customers do what we expect they do. What if though they suddenly decide to leave us: would you still be positive or get a bit nervous? In such situations smart organizations maintain focus on helping out their customers to understand why they have decided to abandon them, with a continuous
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As 2021 is just around the corner – thank goodness you may say –  be ready to grab next business opportunities. In fact what this crazy year has taught us is that now consumers take digital support for granted so that responding to their queries is not enough to deliver excellent experiences. Therefore smart brands have
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conversations via Live Chat
As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies based on the
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service recovery
Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training
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sliding doors
When the going gets tough it’s time to take important decisions. For for your future, your loved-ones, your life. That also applies to business because today, more than ever, you need to choose between ‘let’s keep doing as we’ve always done’ and ‘changing route towards new unexplored destinations.’ That’s why when it comes to customer relationships, chances are
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