{"id":21658,"date":"2020-04-18T11:11:20","date_gmt":"2020-04-18T09:11:20","guid":{"rendered":"https:\/\/customerserviceculture.com\/?page_id=21658"},"modified":"2023-11-23T10:01:10","modified_gmt":"2023-11-23T09:01:10","slug":"resources","status":"publish","type":"page","link":"https:\/\/customerserviceculture.com\/en\/resources\/","title":{"rendered":"Resources"},"content":{"rendered":"<p><span><a href=\"https:\/\/amzn.to\/3MX8VAq\" rel=\"\"><img decoding=\"async\" alt=\"Copertina libro\" data-id=\"35946\" width=\"533\" data-init-width=\"5000\" height=\"426\" data-init-height=\"4000\" title=\"Mockup-3\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3.png\" data-width=\"533\" data-height=\"426\" data-link-wrap=\"1\" style=\"aspect-ratio: auto 5000 \/ 4000;\"><\/a><\/span><\/p>\n<p style=\"\"><strong>Why reading it<\/strong><\/p>\n<p style=\"\">1. <strong>This book<\/strong> is a pragmatic journey into <em>Digital Customer Service<\/em> and <em>Customer Culture<\/em> because both are essential to develop lasting relationships with the customer.2. I wrote it drawing from my experience having worked with businesses in various sectors and markets; with all the passion I have for my work.3. Case studies clearly show hurdles and challenges companies face and how some of them have successfully overcome them.The book is aimed at all managers aware that <strong>every single conversation<\/strong> makes the difference. Especially customer service, marketing and HR managers.<\/p>\n<p style=\"margin-top: 0px !important; padding-top: 0px !important;\"><span style=\"\"><span style=\"\">Ebook&nbsp;<\/span><\/span><\/p>\n<p><span><img loading=\"lazy\" decoding=\"async\" alt=\"DCS Personas\" style=\"padding-bottom: 10px !important;\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/DCS-Personas.png\" width=\"590\" height=\"710\" data-attachment-id=\"10518\" data-id=\"20542\" title=\"DCS Personas\"><\/span><\/p>\n<p style=\"text-align: left;\"><span style=\"font-size: 19px;\"><span style=\"color: rgb(23, 151, 237);\">&nbsp; &nbsp; &nbsp; &nbsp;&#8216;Digital Customer Service Personas@ &#8211; the skill-set model for Digital&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><\/span><span style=\"font-size: 19px;\"><span style=\"color: rgb(23, 151, 237);\">Customer Assistants&#8217;<\/span><\/span><span style=\"font-size: 19px;\"><span style=\"color: rgb(23, 151, 237);\">&nbsp;<\/span>will help you:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: 19px;\">Learn about Digital Customer Service strategic and organizational facets<\/span><\/li>\n<li><span style=\"font-size: 19px;\">Identify necessary skills and competences to provide customers with outstanding digital support<\/span><\/li>\n<li><span style=\"font-size: 19px;\">Hire and train a Digital Customer Service team of specialists (don&#8217;t call them agents anymore!)<\/span><\/li>\n<\/ul>\n<p>                    <span style=\"font-size: 19px;\"><a href=\"https:\/\/beacon.by\/customerserviceculture\/digital-customer-service-personasc-english\">Download your FREE ebook here!<\/a><span><\/span><\/span><\/p>\n<p style=\"margin-top: 5px !important; padding-top: 10px !important;\"><span style=\"\"><span style=\"\">What readers say<\/span><\/span><\/p>\n<p>&#8220;Working in the same field I literally &#8216;devoured&#8217; Paolo&#8217;s book and I recommend it to all the companies that are considering integrating a social customer service strategy because it is a treasure trove of practical advice on how to best face this challenge, obtaining tangible results in terms acquisition and customer retention.<strong>&nbsp; &nbsp;Gabriele Antoniazzi<\/strong>&nbsp; &nbsp;CEO &amp; Founder Responsa&#8221;A great &nbsp;book by a customer service expert. The book is well written, and it guides the reader through the process that must be put in place for the transition to be effective. Any company that wants to start that revolution that social caring brings with it should not miss this book. &#8220;<strong><strong><\/strong><\/strong><strong><strong>Alessandro Pollini&nbsp;<\/strong><\/strong>Marketing Manager Chorally<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Why reading it 1. This book is a pragmatic journey into Digital Customer Service and Customer Culture because both are essential to develop lasting relationships with the customer.2. I wrote it drawing from my experience having worked with businesses in various sectors and markets; with all the passion I have for my work.3. Case studies [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","tve_updated_post":"<div class=\"thrv_wrapper thrv-page-section\" data-inherit-lp-settings=\"1\">\n\t<div class=\"tve-page-section-out\"><\/div>\n\t<div class=\"tve-page-section-in\" data-css=\"tve-u-171760cf664\" style=\"\"><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 1080;\"><div class=\"tcb-flex-row v-2 tcb--cols--2\"><div class=\"tcb-flex-col\" data-css=\"tve-u-18bfb66549c\" style=\"\"><div class=\"tcb-col\"><div class=\"thrv_wrapper tve_image_caption\" data-css=\"tve-u-18bfb5da9ec\"><span class=\"tve_image_frame\"><a href=\"https:\/\/amzn.to\/3MX8VAq\" rel=\"\"><img class=\"tve_image wp-image-35946\" alt=\"Copertina libro\" data-id=\"35946\" width=\"533\" data-init-width=\"5000\" height=\"426\" data-init-height=\"4000\" title=\"Mockup-3\" loading=\"lazy\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3.png\" data-width=\"533\" data-height=\"426\" data-link-wrap=\"1\" style=\"aspect-ratio: auto 5000 \/ 4000;\"><\/a><\/span><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element\">\t<p style=\"\" data-css=\"tve-u-18bfb5e1d8f\"><strong>Why reading it<\/strong><\/p><\/div><div class=\"thrv_wrapper thrv_text_element\">\t<p style=\"\" data-css=\"tve-u-18bfb5eea17\">1. <strong>This book<\/strong> is a pragmatic journey into <em>Digital Customer Service<\/em> and <em>Customer Culture<\/em> because both are essential to develop lasting relationships with the customer.<br><br>2. I wrote it drawing from my experience having worked with businesses in various sectors and markets; with all the passion I have for my work.<br><br>3. Case studies clearly show hurdles and challenges companies face and how some of them have successfully overcome them.<br><br>The book is aimed at all managers aware that <strong>every single conversation<\/strong> makes the difference. Especially customer service, marketing and HR managers.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper thrv-button thrv-button-v2 tcb-local-vars-root tcb-with-icon\" data-button-style=\"btn-tpl-58416\" data-css=\"tve-u-18bfb659753\" style=\"\" data-button-size-d=\"s\"><div class=\"thrive-colors-palette-config\" style=\"display: none !important\">__CONFIG_colors_palette__{\"active_palette\":0,\"config\":{\"colors\":{\"8eb49\":{\"name\":\"Main Accent\",\"parent\":-1}},\"gradients\":[]},\"palettes\":[{\"name\":\"Default Palette\",\"value\":{\"colors\":{\"8eb49\":{\"val\":\"rgb(255, 18, 10)\"}},\"gradients\":[]},\"original\":{\"colors\":{\"8eb49\":{\"val\":\"rgb(19, 114, 211)\",\"hsl\":{\"h\":210,\"s\":0.83,\"l\":0.45,\"a\":1}}},\"gradients\":[]}}]}__CONFIG_colors_palette__<\/div>\n\t\n\t<a href=\"https:\/\/amzn.to\/3MX8VAq\" class=\"tcb-button-link tcb-plain-text\" style=\"\"><span class=\"tcb-button-icon\">\n\t<div class=\"thrv_wrapper thrv_icon tve_no_drag tve_no_icons tcb-icon-inherit-style tcb-local-vars-root\" data-css=\"tve-u-18bfb659758\" style=\"\"><svg class=\"tcb-icon tcb-local-vars-root\" viewBox=\"0 0 512 512\" data-id=\"icon-hand-point-right-solid\" data-name=\"\">\n            <path d=\"M512 199.652c0 23.625-20.65 43.826-44.8 43.826h-99.851c16.34 17.048 18.346 49.766-6.299 70.944 14.288 22.829 2.147 53.017-16.45 62.315C353.574 425.878 322.654 448 272 448c-2.746 0-13.276-.203-16-.195-61.971.168-76.894-31.065-123.731-38.315C120.596 407.683 112 397.599 112 385.786V214.261l.002-.001c.011-18.366 10.607-35.889 28.464-43.845 28.886-12.994 95.413-49.038 107.534-77.323 7.797-18.194 21.384-29.084 40-29.092 34.222-.014 57.752 35.098 44.119 66.908-3.583 8.359-8.312 16.67-14.153 24.918H467.2c23.45 0 44.8 20.543 44.8 43.826zM96 200v192c0 13.255-10.745 24-24 24H24c-13.255 0-24-10.745-24-24V200c0-13.255 10.745-24 24-24h48c13.255 0 24 10.745 24 24zM68 368c0-11.046-8.954-20-20-20s-20 8.954-20 20 8.954 20 20 20 20-8.954 20-20z\"><\/path>\n        <\/svg><\/div>\n<\/span>\n\n\t\t<span class=\"tcb-button-texts\"><span class=\"tcb-button-text thrv-inline-text\" style=\"\" data-css=\"tve-u-18bfb659756\"><strong>GET YOUR COPY<\/strong><\/span><\/span>\n\t<\/a>\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" style=\"\" data-css=\"tve-u-171760b5075\"><p class=\"tve_p_center\" data-css=\"tve-u-171760b506f\" style=\"margin-top: 0px !important; padding-top: 0px !important;\"><span class=\"tve_custom_font_size bold_text\" data-css=\"tve-u-171760b5070\" style=\"\"><font color=\"#1797ed\"><span class=\"tve_custom_font_size  rft\" data-css=\"tve-u-171760b5071\" style=\"\">Ebook&nbsp;<\/span><\/font><\/span><\/p><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 1080;\"><div class=\"tcb-flex-row v-2 tcb--cols--1\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv-columns\" data-css=\"tve-u-15e7221e42b\" style=\"--tcb-col-el-width: 1080;\"><div class=\"tcb-flex-row tcb--cols--3 tcb-resized\" style=\"margin-bottom: 5px !important; padding-bottom: 5px !important;\">\n<div class=\"tcb-flex-col tve_empty_dropzone\" data-css=\"tve-u-1718c7aca83\" style=\"\"><div class=\"tcb-col tve_empty_dropzone\"><div style=\"margin-bottom: 10px !important;\" class=\"thrv_wrapper tve_image_caption aligncenter\" data-css=\"tve-u-171760b5068\"><span class=\"tve_image_frame\"><img class=\"tve_image wp-image-20542\" alt=\"DCS Personas\" style=\"padding-bottom: 10px !important;\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/04\/DCS-Personas.png\" width=\"590\" height=\"710\" data-attachment-id=\"10518\" data-id=\"20542\" title=\"DCS Personas\" data-css=\"tve-u-1714044b151\"><\/span><\/div><\/div><\/div>\n<div class=\"tcb-flex-col tve_empty_dropzone\" data-css=\"tve-u-1718c7aca8a\" style=\"\"><div class=\"tcb-col tve_empty_dropzone\" data-css=\"tve-u-15e721cabd8\"><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><p class=\"tve_p_center\" style=\"text-align: left;\"><span class=\"tve_custom_font_size\" data-css=\"tve-u-15e185794ed\" style=\"font-size: 19px;\"><span class=\"italic_text\" data-css=\"tve-u-15e185794f4\" style=\"color: rgb(23, 151, 237);\">&nbsp; &nbsp; &nbsp; &nbsp;'Digital Customer Service Personas@ - the skill-set model for Digital&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><\/span><span class=\"tve_custom_font_size\" data-css=\"tve-u-15e185794ed\" style=\"font-size: 19px;\"><span class=\"italic_text\" data-css=\"tve-u-15e185794f4\" style=\"color: rgb(23, 151, 237);\">Customer Assistants'<\/span><\/span><span class=\"tve_custom_font_size\" data-css=\"tve-u-15e185794ed\" style=\"font-size: 19px;\"><span class=\"italic_text\" data-css=\"tve-u-15e185794f4\" style=\"color: rgb(23, 151, 237);\">&nbsp;<\/span>will help you:<\/span><\/p><\/div><div class=\"thrv_wrapper thrv_bullets_shortcode thrv_text_element tve_empty_dropzone\"><ul class=\"tve_ul tve_ul1 tve_blue\"><li class=\"\"><span class=\"tve_custom_font_size\" style=\"font-size: 19px;\">Learn about Digital Customer Service strategic and organizational facets<\/span><\/li><li class=\"\"><span class=\"tve_custom_font_size\" style=\"font-size: 19px;\">Identify necessary skills and competences to provide customers with outstanding digital support<\/span><\/li><li class=\"\"><span class=\"tve_custom_font_size\" style=\"font-size: 19px;\">Hire and train a Digital Customer Service team of specialists (don't call them agents anymore!)<\/span><\/li><\/ul><\/div><\/div><\/div><div class=\"tcb-flex-col\" data-css=\"tve-u-1718c7aca8e\" style=\"\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_icon tcb-icon-display\" data-css=\"tve-u-1718c7bb72f\"><svg class=\"tcb-icon\" viewBox=\"0 0 640 512\" data-id=\"icon-cloud-download-alt-regular\" data-name=\"\" style=\"\">\n            <path d=\"M543.7 200.1C539.7 142.1 491.4 96 432 96c-7.6 0-15.1.8-22.4 2.3C377.7 58.3 328.1 32 272 32c-84.6 0-155.5 59.7-172.3 139.8C39.9 196.1 0 254.4 0 320c0 88.4 71.6 160 160 160h336c79.5 0 144-64.5 144-144 0-61.8-39.2-115.8-96.3-135.9zM496 432H160c-61.9 0-112-50.1-112-112 0-56.4 41.7-103.1 96-110.9V208c0-70.7 57.3-128 128-128 53.5 0 99.3 32.8 118.4 79.4 11.2-9.6 25.7-15.4 41.6-15.4 35.3 0 64 28.7 64 64 0 11.8-3.2 22.9-8.8 32.4 2.9-.3 5.9-.4 8.8-.4 53 0 96 43 96 96s-43 96-96 96zM387 256h-67v-84c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v84h-67c-10.7 0-16 12.9-8.5 20.5l99 99c4.7 4.7 12.3 4.7 17 0l99-99c7.6-7.6 2.2-20.5-8.5-20.5z\"><\/path>\n        <\/svg><\/div><div class=\"thrv_wrapper thrv_bullets_shortcode thrv_text_element tve-froala fr-box fr-basic\"><div class=\"\" style=\"text-align: center;\"><span class=\"tve_custom_font_size\" style=\"font-size: 19px;\"><font color=\"#ff9212\"><\/font><a class=\"\" data-css=\"tve-u-171760b5076\" href=\"https:\/\/beacon.by\/customerserviceculture\/digital-customer-service-personasc-english\">Download your FREE ebook here!<\/a><span class=\"bold_text\"><\/span><\/span><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"thrv_wrapper\" style=\"padding-top: 0px !important; padding-bottom: 0px !important;\">\n<hr class=\"tve_sep tve_sep1\">\n<\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone titoloblu\"><p class=\"tve_p_center\" data-css=\"tve-u-171760b506e\" style=\"margin-top: 5px !important; padding-top: 10px !important;\"><span class=\"bold_text\" data-css=\"tve-u-18bfb5d4faf\" style=\"\"><font color=\"#0e77f7\"><span class=\"tve_custom_font_size  rft\" data-css=\"tve-u-18bfb5d4fb0\" style=\"\">What readers say<\/span><\/font><\/span><\/p><\/div><div class=\"thrv_wrapper thrv-columns\" style=\"--tcb-col-el-width: 1080;\"><div class=\"tcb-flex-row v-2 tcb--cols--2\"><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" style=\"\" data-css=\"tve-u-1718c79dc8c\"><font class=\"\" color=\"#0f0003\">\"Working in the same field I literally 'devoured' Paolo's book and I recommend it to all the companies that are considering integrating a social customer service strategy because it is a treasure trove of practical advice on how to best face this challenge, obtaining tangible results in terms acquisition and customer retention.<\/font><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><br class=\"\"><font class=\"\" color=\"#0f0003\"><strong>&nbsp; &nbsp;Gabriele Antoniazzi<\/strong><\/font><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><font class=\"\" color=\"#0f0003\">&nbsp; &nbsp;CEO &amp; Founder Responsa<\/font><\/div><\/div><\/div><div class=\"tcb-flex-col\"><div class=\"tcb-col\"><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\" style=\"\" data-css=\"tve-u-1718c79b8cc\"><font class=\"\" color=\"#0f0003\">\"A great &nbsp;book by a customer service expert. The book is well written, and it guides the reader through the process that must be put in place for the transition to be effective. Any company that wants to start that revolution that social caring brings with it should not miss this book. \"<\/font><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><br class=\"\"><font class=\"\" color=\"#0f0003\"><strong><strong><\/strong><\/strong><\/font><br class=\"\"><font class=\"\" color=\"#0f0003\"><strong><strong>Alessandro Pollini&nbsp;<\/strong><\/strong><\/font><\/div><div class=\"thrv_wrapper thrv_text_element tve_empty_dropzone\"><font class=\"\" color=\"#0f0003\">Marketing Manager Chorally<\/font><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><div class=\"thrv_wrapper thrv-page-section\">\n<div class=\"tve-page-section-out\" data-css=\"tve-u-17175149b8c\"><\/div>\n<div class=\"tve-page-section-in tve_empty_dropzone\" data-css=\"tve-u-18bfb5d016e\"><div class=\"thrv_wrapper thrv_social thrv_social_custom tve_centerBtn tve_share_left\" data-css=\"tve-u-17175149b8e\" data-counts=\"\" data-min_shares=\"0\" style=\"\">\n<div class=\"tve_social_items tve_social_custom tve-prevent-content-edit tve_style_3 tve_social_med\">\n\t\n\t\t\n\t\t<div class=\"thrv_wrapper tve_s_item tve_s_in_share tve_share_item\" data-s=\"in_share\" data-href=\"{tcb_post_url}\" data-label=\"Share\" data-css=\"tve-u-18bfb5d1860\">\n\t\t\t<a href=\"javascript:void(0)\" class=\"tve_s_link\">\n\t\t\t\t<span class=\"thrv_wrapper tve_s_icon\">\n\t\t\t\t\t<svg class=\"tcb-icon\" viewBox=\"0 0 448 512\" data-id=\"icon-in\" data-name=\"\">\n            <path d=\"M100.3 480H7.4V180.9h92.9V480zM53.8 140.1C24.1 140.1 0 115.5 0 85.8 0 56.1 24.1 32 53.8 32c29.7 0 53.8 24.1 53.8 53.8 0 29.7-24.1 54.3-53.8 54.3zM448 480h-92.7V334.4c0-34.7-.7-79.2-48.3-79.2-48.3 0-55.7 37.7-55.7 76.7V480h-92.8V180.9h89.1v40.8h1.3c12.4-23.5 42.7-48.3 87.9-48.3 94 0 111.3 61.9 111.3 142.3V480z\"><\/path>\n        <\/svg>\n\t\t\t\t<\/span>\n\t\t\t\t<span class=\"tve_s_text\">Share<\/span>\n\t\t\t\t<span class=\"tve_s_count\">0<\/span>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t\n\t\n<\/div>\n<\/div><\/div>\n<\/div>","tve_custom_css":"@media (min-width: 300px){[data-css=\"tve-u-17175149b8c\"] { background-color: rgb(255, 255, 255) !important; 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