Channel inconsistency kills the experience

Channel inconsistency kills the experience

“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 inconsistency happens and how can you prevent it?

Listen to the podcast


  • 00:03 Intro to episode n°27
  • 00:57 What lies behind such a technical word
  • 01:45 Different treatments create doubts and lower customer’s trust
  • 02:49 Has your customer service become schizophrenic?
  • 04:49 What customer service managers complain about
  • 05:25 Why channel inconsistency kills the experience
  • 06:05 The huge difference between adding and integrating a new channel
  • 06:47 A vivid real case example
  • 09:11 As a manager, have you done your homework yet?
  • 10:41 Let’s have an informal conversation:
  • 11:11 Subscribe to this podcast on your favorite platform
  • 11:33 Learn more about all my consulting, training ans speaking services

Related links 

  1. Listen to the previous episode ‘how are you welcoming the customer?
  2. Download the Digital Customer Service Personas© skill-set framework.
  3. Apply, test, improve: here’s how you can get your team up-skilled for Digital Customer Service conversations with my consulting and customized training paths.
  4. Align actions and conversations with your values thanks to the ‘Customer Culture Academy
  5. Previous podcast episode: ‘close the loop with your front line
  6. My values lead my way both professionally and personally, every single day.

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Over to you

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!

Do you want to prevent channel inconsistency or put an effective remedy to it?

Let’s have an informal chat about this topic.

Have great conversations. 👊

Image: Paolo Fabrizio

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About Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. In the 90s he took part in the startup of the first online insurance company in Italy, following the customer's entire life cycle. Since 2013 as a consultant and trainer he has helped companies to exploit digital customer service as a business lever. Founder of, he is the author of thematic books at thematic conferences in Italy and abroad and lecturer at the Bicocca University of Milan.

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