Do customers perceive your values?

Do customers perceive your values?

‘Well, it is pretty expensive but its value is beyond dispute.’ I’m sure that you’ve pronounced o heard this statement after a purchase. We say it whenever we buy something that we’ve already fallen in love with. Because prior to that moment we’d had the chance to get information and emotional inputs. Such a magic happens when your values are aligned with actions, thus through conversations with customers. How about yours?

Listen to the podcast


  • 00:03 Welcome to episode n°22
  • 00:51 How emotional inputs play a huge role in customer experience
  • 03:01 Q1. Have you set up your corporate values yet?
  • 06:13 Q2. Is all staff living and breathing them?
  • 07:59 Q3. To which extent customers perceive your values?
  • 09.11 Look at yourself in the mirror…
  • 10:51 Fix your gaps with ‘Customer Culture Academy’
  • 11:47 How I’ve built my consulting career on my values
  • 13:09 Got questions? Drop me a line:
  • 13:41 What you bring home from this episode
  • 14:23 Jump on services pages
  • 14:51 Have you subscribed to this podcast yet?

Golden links 

  1. Digital Customer Service Personas©: the skill-set framework to turn your customer support agents into digital conversations specialists.
  2. Apply, test, then improve: here’s how you can get your team up-skilled for Digital Customer Service conversations with my customized training paths.
  3. Align your actions with values to improve customer experience thanks to the ‘Customer Culture Academy‘.
  4. [Related podcast] Learn in episode 21 why timing is key in digital conversations with your customers.
  5. My three values drive my way, both professionally and personally every single day.

Don’t miss next episodes

Subscribe now to this podcast on Spotify! 

Podcast on Spotify

About your customer conversations

I’ve asked you three laser questions about your values because sometimes we assume that customers consistently perceive them. Unfortunately the reality is often far from that. So, if you want to prevent ‘Titanic effects’ on your business keep your radars on – internally with your staff and externally with your customers.

Hence my last, hot question, for you: what’s your biggest challenge when it comes to leveraging your values?

To start our informal conversation just write here or send me a voice message.

Have great conversations. 👊

Image credit: Paolo Fabrizio.

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.

Related Posts