‘I though that…’ or ‘I expected that…’ are tricky assumptions and when having conversations with customers they become slippery like ice. That happens if you listen too much to yourself and your tribe (aka our organization) without paying enough attention to what’s happening outside the building. Consequently you’ll increase the gap, instead of getting customers [...]
It’s 5:21 PM. Suddenly a growing number of customers get mad at you, filling up your online public channels (social media, online reviews). They’re all reporting the same issue. In just a couple of hours they become more numerous and aggressive. So what are you going to do? Who is going to take a stand? [...]
Digital Customer Service is here to stay. That’s why getting both support managers and teams digitally up-skilled has become vital for any smart organization. Accordingly it’s not a matter of if, rather how to do it – meaning the approach that works best for you in terms of results. That’s why I’ve prepared an overview on [...]
If you lead a customer service team, chances are you had to increase the number of digital support channels in the last 12/24 months. Maybe you’re even planning to launch a further one this year? As I’m sure that you’re aware of major implications when it comes to integrating them into your customer service environment, I [...]
When I started my career as Digital Customer Service consultant I used to have few certitudes. One of them? I would have dealt just with customer support people (managers, team leaders, agents). Indeed I used to think that other departments would not understand benefits they could obtain leveraging digital conversations. 7 years on I’m happy to [...]
