{"id":40311,"date":"2025-02-25T09:01:12","date_gmt":"2025-02-25T08:01:12","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=40311"},"modified":"2025-02-25T17:22:29","modified_gmt":"2025-02-25T16:22:29","slug":"are-you-building-up-customer-culture-bonds","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/","title":{"rendered":"Are you building up customer culture bonds?"},"content":{"rendered":"<p>Even if it&#8217;s not in your DNA, you need to become both a good <strong>marketer<\/strong> and <strong>negotiator<\/strong>. In fact as a <em>Customer Service Manager<\/em>, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are &#8216;t<em>wo moments of truth<\/em>&#8216; where mastering the above competences is paramount to succeed.<br \/>\n<!--more--><\/p>\n<h2><strong>1. Informing and promoting customer service\u00a0<\/strong><\/h2>\n<p>Despite technological platforms and tools, if you ask an employee to describe what another department effectively do you&#8217;ll be amazed. And if you work within that described department you&#8217;re bound to be disappointed. Want an example? A few months ago I attended a meeting at a client premises, held by the customer service manager. The main goal was to enhance customer culture bonds showcasing towards 2 other departments:<\/p>\n<ul>\n<li>Customer Service main goals and internal structure (staff)<\/li>\n<li>Inbound conversations with end customers (volume and channels stats)<\/li>\n<li>Updates about ongoing projects (updates)<\/li>\n<\/ul>\n<p>Well, at minute 15&#8242; of the meeting one of the attendees (marketing) went: &#8220;<em>so, are we delivering customer service also over Whatsapp?<\/em>&#8221; Then other two colleagues added: &#8220;<em>we didn&#8217;t know it either<\/em>&#8220;. Note: Whatsapp customer support had been launched over a year earlier. Beside that, the customer service manager did a great job <strong>illustrating<\/strong> and <strong>promoting<\/strong> the department, selling the added value. And did it also in further meetings, video calls and emails.<\/p>\n<p>So what he actually did over the last 12 months? Day by day he was able to gradually change other departments&#8217; perception about what customer service IS and DOES: from an expensive area that handles raging customers, to a business driver where conversations nurture relations. Good marketers would call it &#8216;<strong>re-positioning&#8217;<\/strong>.<\/p>\n<p>Of course, becoming a good marketer with internal stakeholders does not happen over night. And if you&#8217;ve been working several years within customer service \/ operations you need to change your mindset.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-40337\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset.png\" alt=\"mindset\" width=\"500\" height=\"360\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-200x144.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-300x216.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-400x288.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-600x432.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-768x553.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-800x576.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset-1024x737.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/mindset.png 1200w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/p>\n<p>\ud83d\udca1 Related article: <a href=\"https:\/\/bit.ly\/Pod-40\">how to match customer support and sales<\/a><\/p>\n<h2><strong>2. Getting more budget for customer service<\/strong><\/h2>\n<p>As mentioned in the first line of this article, another skill that many customer service managers need to dramatically improve is the art of <strong>negotiation<\/strong>. While they&#8217;re pretty good when it comes to investing in technology solutions or <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting<\/a> and<a href=\"https:\/\/customerserviceculture.com\/en\/training\/\"> training<\/a> (first hand experience!) they are definitely not the best sales people. In fact whenever they ask for a budget to enhance Customer Service, they&#8217;re not as smart and convincing&#8230;because they&#8217;re used to prevent and fix issues, not to sell!<\/p>\n<p>The point is that customer service managers&#8217; agenda is challenging more than ever, trying to strike balance between the integration of Gen AI, optimizing digital conversations&#8217; flows, team&#8217;s up-skilling and other amenities. In a nutshell, if your customer service \/ experience manager you know that the game is tough and previous budgets are not enough: you need more money. That&#8217;s why you need to build solid culture bonds as well as being more and more convincing in your next conversations (because the first time you won&#8217;t get a &#8216;yes&#8217;).<\/p>\n<p>To help you get actionable tips, I&#8217;ve dedicated chapter 3.5 &#8216;Budget for leaders, none for laggards&#8217; to this hot topic in my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\"><em>The Power of Digital Conversations<\/em><\/a>&#8216;. So if you want to delve into this matter, I suggest you reading it.<a href=\"https:\/\/amzn.to\/3MX8VAq\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-35946 alignleft\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3.png\" alt=\"The Power of Digital Conversations\" width=\"500\" height=\"400\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-177x142.png 177w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-200x160.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-400x320.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-600x480.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-768x614.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-800x640.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1024x819.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1200x960.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1536x1229.png 1536w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3.png 5000w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p dir=\"auto\"><strong>Get your copy worldwide<\/strong><\/p>\n<p dir=\"auto\">\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3MRMMU6\">Italy<\/a> \ud83c\uddee\ud83c\uddf9<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3sHBJX1\">Germany<\/a> \ud83c\udde9\ud83c\uddea<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3SQVQMS\">UK<\/a> \ud83c\uddec\ud83c\udde7<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3MXSQKU\">Spain<\/a> \ud83c\uddea\ud83c\uddf8<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3sAEIk4\">France<\/a> \ud83c\uddeb\ud83c\uddf7<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3MX8VAq\">USA<\/a> \ud83c\uddfa\ud83c\uddf8<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/3Sl723V\">Australia<\/a> \ud83c\udde6\ud83c\uddfa<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/47xvAfi\">Canada<\/a> \ud83c\udde8\ud83c\udde6<br \/>\n\ud83d\udc49 <a href=\"https:\/\/amzn.to\/4h0jGie\">India<\/a> \ud83c\uddee\ud83c\uddf3<\/p>\n<blockquote>\n<p dir=\"auto\"><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\"><strong>P.S.<\/strong> Did you know that copies of my book are embedded <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">in my keynotes<\/a>? \ud83c\udfa4\u00a0<\/span><\/p>\n<\/blockquote>\n<p>.<\/p>\n<p>Have great conversations.<\/p>\n<p>.<\/p>\n<p>Subscribe to the <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">newsletter<\/a><\/p>\n<p><em>Credit image: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Even if it&#8217;s not in your DNA, you need to become both a good marketer and negotiator. In fact as a Customer Service Manager, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are &#8216;two moments of [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":40357,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[959,881,826,791],"class_list":["post-40311","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-book","tag-customer-culture","tag-customer-service-managers","tag-upskilling"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Are you building up customer culture bonds? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Are you building up customer culture bonds? - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2025-02-25T08:01:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-25T16:22:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Are you building up customer culture bonds?\",\"datePublished\":\"2025-02-25T08:01:12+00:00\",\"dateModified\":\"2025-02-25T16:22:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\"},\"wordCount\":586,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png\",\"keywords\":[\"book\",\"customer culture\",\"customer service managers\",\"upskilling\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\",\"name\":\"Are you building up customer culture bonds? - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png\",\"datePublished\":\"2025-02-25T08:01:12+00:00\",\"dateModified\":\"2025-02-25T16:22:29+00:00\",\"description\":\"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.\",\"breadcrumb\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage\",\"url\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png\",\"contentUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png\",\"width\":800,\"height\":400},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/customerserviceculture.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Are you building up customer culture bonds?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/customerserviceculture.com\/#website\",\"url\":\"https:\/\/customerserviceculture.com\/\",\"name\":\"Customer Service Culture\",\"description\":\"Conversations that sell\",\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/customerserviceculture.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\",\"name\":\"Paolo Fabrizio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g\",\"caption\":\"Paolo Fabrizio\"},\"logo\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/\"},\"description\":\"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano\",\"sameAs\":[\"http:\/\/socialmediascrum.com\",\"https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/\"],\"url\":\"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Are you building up customer culture bonds? - Customer Service Culture","description":"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/","og_locale":"en_US","og_type":"article","og_title":"Are you building up customer culture bonds? - Customer Service Culture","og_description":"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.","og_url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/","og_site_name":"Customer Service Culture","article_published_time":"2025-02-25T08:01:12+00:00","article_modified_time":"2025-02-25T16:22:29+00:00","og_image":[{"width":800,"height":400,"url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png","type":"image\/png"}],"author":"Paolo Fabrizio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Paolo Fabrizio","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#article","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/"},"author":{"name":"Paolo Fabrizio","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"headline":"Are you building up customer culture bonds?","datePublished":"2025-02-25T08:01:12+00:00","dateModified":"2025-02-25T16:22:29+00:00","mainEntityOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/"},"wordCount":586,"commentCount":0,"publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png","keywords":["book","customer culture","customer service managers","upskilling"],"articleSection":["Digital Customer Service"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/","url":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/","name":"Are you building up customer culture bonds? - Customer Service Culture","isPartOf":{"@id":"https:\/\/customerserviceculture.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage"},"image":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage"},"thumbnailUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png","datePublished":"2025-02-25T08:01:12+00:00","dateModified":"2025-02-25T16:22:29+00:00","description":"Dear customer service manager, become a good marketer and negotiator to build cross-department customer culture bonds in your organization.","breadcrumb":{"@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#primaryimage","url":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png","contentUrl":"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2025\/02\/culture-bonds.png","width":800,"height":400},{"@type":"BreadcrumbList","@id":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/are-you-building-up-customer-culture-bonds\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/customerserviceculture.com\/en\/"},{"@type":"ListItem","position":2,"name":"Are you building up customer culture bonds?"}]},{"@type":"WebSite","@id":"https:\/\/customerserviceculture.com\/#website","url":"https:\/\/customerserviceculture.com\/","name":"Customer Service Culture","description":"Conversations that sell","publisher":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/customerserviceculture.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45","name":"Paolo Fabrizio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bc29f8953cdfa1b693be242ccfc0723e?s=96&d=mm&r=g","caption":"Paolo Fabrizio"},"logo":{"@id":"https:\/\/customerserviceculture.com\/#\/schema\/person\/image\/"},"description":"Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, \u00e8 autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Universit\u00e0 Bicocca di Milano","sameAs":["http:\/\/socialmediascrum.com","https:\/\/www.linkedin.com\/in\/paolosocialcustomerservice\/"],"url":"https:\/\/customerserviceculture.com\/en\/author\/paolo-fabrizio\/"}]}},"_links":{"self":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/40311","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/comments?post=40311"}],"version-history":[{"count":54,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/40311\/revisions"}],"predecessor-version":[{"id":40369,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/posts\/40311\/revisions\/40369"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media\/40357"}],"wp:attachment":[{"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/media?parent=40311"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/categories?post=40311"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerserviceculture.com\/en\/wp-json\/wp\/v2\/tags?post=40311"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}