“Whenever I call them they’re pretty clear and helpful, but when I send them a Whatsapp message it’s a nightmare.” That’s a typical complaint that customer may share at dinner with family and friends, but also one of the most frequent pet peeves affecting many customer service managers. So why on earth such a channel [...]
Every time customers ask for support, they have great emotional expectations before having any kind of interaction: entering a shop, calling or having a live chat with one of your agents. From a company’s standpoint instead the approach is usually a bit different: ‘how can I make the best of conversations to deliver great experiences [...]
While most companies maintain a strong focus on digital tools and platforms, many consumers keep complaining about poor conversations they have with them. The harsh truth is that many brands are convinced they are delivering sane experiences, whereas customers have a pretty different opinion. So why such a huge perception gap? Where is the bottleneck? [...]
When I was a kid my mother used to tell me: 'make sure to lock the window, otherwise air drafts will get in!' While that message was pretty clear to me, I could not imagine that it would remain relevant until today as for customer relationships. In particular whenever a 2° level support is necessary, [...]
Have you ever had to change your habits? I bet you know that it’s hard because you have to replace a routine thoughts and actions with new ones – with big, an extra effort. On top of that you won’t get super results overnight, so you’ll also need to be patient and disciplined. As customer [...]
