Customer Service Culture [EN]: Recent Episodes
Paolo Fabrizio
Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. Read more on https://customerserviceculture...
Smart organizations are raising internal awareness on Customer Culture because it does influence business results. So how to achieve such a challenging goal? What pitfalls to avoid? Paolo Fabrizio drops tips and real case examples that are gems.
As a customer service manager you can't just rely on traditional metrics such as CSAT, NPS, or CES. In this episode Paolo Fabrizio share a brand new perspective to help you rethink KPIsβ linking them to AI.
Some organizations just focus on short term trainings with partial results. Others instead get both the manager and their team up-skilled together: Paolo Fabrizio share the pros and cons of them with real case examples.
If you want to achieve tangible outcomes, setting up and execute an Customer Culture evolution plan is key. Paolo Fabrizio starts from 2 common sentences beccause underneath each fo them, what's being unsaid tells more about theit current Customer Culture needs.
Picture this: 2 teams of the same company are working together. All of a sudden, a lack of information generates extra delivery times, efforts and costs...why did it happen and how can you prevent it? Paolo Fabrizio reponds sharing a first hand case example.
As a manager you have to make more and frequent decisions than ever. That's why setting up customer service priorities has become a critical skill: Paolo Fabrizio shares an eye-opening case where two postponed key decisions led to a pricy consequence.
A growing number of companies have started considering Customer Culture (CC) as a priority. But how can they enhance it, internally and externally? Paolo Fabrizio unveils 5 key ingredients from his successful Customer Culture Academy. Listen and share this episode in your organization.
If you're a customer service manager, being emotionally intelligent is the super skill you need to strengthen day by day in every conversation you have - in person or digital they be. Paolo Fabrizio shares two hands-on scenarios. Do any of them sound familiar to you?
Time theft or withdrawal is an issue affecting many customer service teams' productivity and relationships. Nevertheless it often has silent symptoms...that's why Paolo Fabrizio shares an eye-opening example taken from his recent training & up-skilling sessions.
In customer service itβs normal getting some complaints. What happens instead if the customer vents his frustration towards your top management or even the CEO? Paolo Fabrizio shares a case example where many departments worked together, but...[π§ listen more]
Especially in customer service operations, some organizations are changing their approach after experiencing a rollercoaster AI year. Because they have now more mature visions and goals.Β Listen to Paolo Fabrizio's insights and...two missing links!
Customers notice what's not working well inside. Paolo Fabrizio shares an eye-opening case of how internal communication issues reflect themselves externally.
Most customers are excellent service assessors because they detect any conversational hiccups and take them into account within their experience. Paolo Fabrizio share two case examples that occurred both in person and over digital support channels. Read full article here >>
What do Charlie Chaplin and AI allucinations have in common? As Gen AI is re-shaping customer service models you need more thinking customers. Listen to this eye-opening episode thru Paolo Fabrizio's voice. Read full article here >>
Great Customer Culture pays off! A company has treated a young job applicant as a customer and after such a positive experience he accepted that job offer. Listen to Paolo Fabrizio's insights. https://bit.ly/Pod-EN-41
Over the years there's been much talk about breaking down the silos between customer service and sales operations. From good intentions to facts: Paolo Fabrizio shares 2 cases where brands have leveraged both areas peculiarities getting solid outcomes. Read full article >>
2025 will mark a change in Digital Customer Service. So If you're a manager you'll be wondering: 'how can I couple both AI and human agents?' Paolo Fabrizio helps you out explains providing use cases examples and...the rest is up your listen! Full article here >>
99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody!
What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.
What's the department in charge of solving problems? I bet you'd answer 'customer service'. However, the current scenario requires us to embrace a broader vision because customer service can't fix everything. Paolo Fabrizio explains WHY and HOW in this podcast.
Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. Whatβs the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.
When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills.
As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you're bound to disappointing results. Paolo Fabrizio share 3 key takeaways from the AI Forum.
"When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.
Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>
When people love what they do, they convey their passion to the listeners. Thatβs exactly what happened when Paolo Fabrizio sat down with Shep Hyken sharing their experiences as consultants and speakers: a fizzy conversation with lots of real case examples and fun moments that make this podcast episode a gem. Full article here (video and podcast) >>
When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares his valuable digital transformation journey in this great conversation hosted by Paolo Fabrizio. Read full article >>
Duting a digital conversation what are the mutual benefits when your front line team is able to anticipate customer's next move? Learn it in this new podcast episode. Read full article >>
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!
In this episode Paolo Fabrizio helps you understand why it happens and how to prevent that.
Full article here >>
Whenever we acquire a new customer it's such an exciting moment, that we can even feel the adrenaline pumping inside our body. But does the customer feel the same positive emotions...or rather bitter-sweet sensations? Here's a winning case example to get you inspired.
Whenever you need to deal internally with other departments to handle a customer query, here are the consequences if you don't close the loop.
Out there too many voices ask for customer's attention, time and money. Here's how you can stand out becoming number one customer's choice.
I have finished delivering a 5-month customer service training path for a french client company. On the very last session I delved into a specific topic, also known as second line of support. Since thatβs still a pain point for many companies I share experiences and actionable tips.
Full article on CustomerServiceCulture.com >>
Many companies have set up their corporate values, but there's often a gap between them and how customers perceive them. These 3 laser focus questions will help you deep dive into your current state of the art.
Paolo Fabrizio tells about an important lesson learnt back in 1995 and why it is still relevant. Because 'timing' in your digital customer conversations is key, today more than ever.
Since experiences speak louder than words, I tell you about my recent training sessions that I've held for various customer service teams. The reason why? I gave them tons energy and information, but I also learnt a lot from them. Read full article >> http://bit.ly/3UFJnKb
What are you doing to prevent your support agents burnout? How do you timely detect the first dangerous symptoms? In this episode Paolo Fabrizio shares 3 actionable tips. Read full article >> https://bit.ly/3eOHStg
If you build a thriving workplace for your employees you'll have happy customers. In this podcast I've interviewed Sarah Metcalfe providing great insights about how to achieve such a crucial goal.
Read full article >> https://bit.ly/2CCzg5w
In this podcast I host Martin Hill-WIlson, customer service expert, talking about how social networks, Apps and chat bots are dramatically changing CS. Enjoy this special episode.
Read full article here: http://bit.ly/Podcast-17ENG
In this episode Paolo Fabrizio interviews Dean McCann founder of HelpHandles, a platform that analyzes brands customer support performances on Twitter.
Read full article here: http://bit.ly/HelpHandles
In this episode I host Carley Bakker, online reputation manager, talking about the connection between customers online reviews and brands business results.
Read full article here: http://bit.ly/Podcast-15ENG
In this episode I'm hosting Annette Franz, Customer Experience expert, talking about what brands need to do in order to achieve excellent results using CX.
Read full article here: http://bit.ly/Podcast-14ENG
Listen to this episode: I host Luke Porter, Social Customer Service expert, talking about challenges and opportunity deriving from dealing with customers via social networks.
Read full article here: http://bit.ly/podcast-13-ENG
In this podcast I answer to a frequent question 'which customer service channel should I invest on?'
Highlights of this episode below:
00:05 Intro and welcome
00:57 'Which customer service channels shall my brand choose?'
01:47 Why active listing is the first step to take before any decision
02:41 [Case study #1] How Hyatt hotels is piloting Facebook Messengers to deal with their customers
03:35 Main pros of using FB Messenger as customer service channel
04:23 [Case study #2] How Booking.com leverage customer (self) service
05:59 Listen to my special tip for you...
06:07 Outro / Thanks / Podcast subscriptions
Read full article on LinkedIn β> http://bit.ly/1OSOgbv
Subscribe here β>
http://www.spreaker.com/show/social-antipasti-english_1
In this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article β>http://bit.ly/1Q0EeV3
Highlights of this podcast:
00:21 Intro and welcoming Danielle.
A1 00:49 Danielle explains her activity as social customer service consultant at her company BrightCultures.com
A2 02:29 She fell in love with customer service helping financial services companies (banks and insurance companies) which needed to restructure their relationships with their customers. The magic formula is helping customers making their life easier'
A3 04:37 If a customer sends a query or complaint with Tweet, the Company has to deal with it and reply in a timely manner. But that's not so simple since large organizations back-end processes are complex (workflows, governance, escalation procedures) and social conversations...are public!
A3 09:45 Yes I do. SCS is where your customers are. They're online and constantly talking about your brand, so you have to be present and proactive. Social Customer Service is not a cost, it's an investment for the future of your business.
A4 14:59 As for the Social Customer Service Summit 2015, Danielle liked that the whole event was focused on SCS and that there was rich mix of different industries bringing they own experience and case studies.
A5 16:47 Self-service is a great because it reduces costs and can make customer's life easier. At the same time it has to be used wisely because customers still need a human touch for many interactions. Danielle quotes an example concerning how hotels can use self-service in a good or in a bad way.
A6 21:49 Brands know that there are risks dealing online with customers but are not necessarily totally aware of the exact risks they might face. Danielle developed a crisis assessment model based on three factors: 1. reach (how many people are talking about the issue/how are they influential), 2. impact (how seriously the issue is affecting people/how many people have been affected), 3. depth (is your brand's fault?/how can the crisis can develop?). The combined mix of the above three factors help brand detect a potential crisis from a simple issue that can be handled by the PR dept. Danielle outlined the importance of having strong internal SLAs and adequate staff training in order to be fully ready in case of crisis.
A7 30:35 Danielle suggests the following 8-step process for those brands who wish to integrate social channels within their customer service:
First know what you want to achieve β define your scs vision and goals β this is your strategy and its essential for guiding activity
Check this with stakeholders β do they share the ambition? If so, are they willing to support it? You may well need them for budget and resource but you will also need internal change to make your scs work β they will need to be onside if you are going to deliver this!
Next design your customer journeys β work out how a query will be responded to on social? What queries will there be? How can you provide the most efficient/effective response? How will you triage queries
Using that as a base you can now work out the structure of the service. Where will you take your scs agents from? Will they be ringfenced? How many will you need? What will need to be escalated? Ask yourself, is your structure the right one for the customer and not just your internal silos?
What tools are you going to need to deliver this? Do they support your workflow? How do they tie up with your other tools, CRM etc?
Youβll also need to identify and select your agents? What skills do you need and how can you test for these? Train your agents and get them ready for live responses!
You also need to consider how are you going to monitor and measure your activity? What metrics will you need and what KPIs? How often will you review insights and what will you do to improve the service? What other teams need to see this information?
Finally, once you are up and running go back to your strategy β what is next for your scs β what was your vision. Maybe you want to extend the service to offer proactive servicing, create a single customer view, build an advocate program or design a fluid omnichannel experience β whatever your original vision was β donβt lose it. SCS is just the first step to transforming your wider digital customer experience!
A8 39:19 In UK an increasing number of brands are embracing Social Customer Service. The banking sector is doing quite well and insurance as well; Danielle quotes the example of Direct Line UK which was awarded for their customer service on Twitter. Other industries are doing pretty well such as O2 (telco) has empowered their agents to deal with customers in a very efficient and effective way.
A9 46:09 Danielle is pretty active on line: enjoy her articles on her business blog BrightCultures.com, or just get in touch with her on LinkedIn, or Twitter.
46:57 Wrap up, thanks and greetings
Link to article β> http://bit.ly/1Q0EeV3
In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here β> http://linkd.in/1dgh0wL
The highlights of this episode:
00:21 Intro and welcoming Billie.
01:21 Billie tells about herself and how she developed her broad expertise in social customer care as for spanish and latin markets.
03:23 Brands needs time to understand the benefits of using social networks to leverage customer relationships, but it's a process that more and more companies are embracing. That's why Billie considers herself as a 'social customer care evangelist'.
06:13 Billie will be hosting a conference on June 18th 2015 in Barcelona whose title is self-explanatory "how social media has revolutionized customer care".
08:09 Billie defining social customer service: responding, listening and being closer to your clients regardless the channel.
12:51 If you adopt Social Customer Service effectively, your customers will buy more from you and will recommend your Brand to their friends. Furthermore you can even surprise your customers.
20:25 'Customer service is the new marketing' means improving communication and co-operation between these departments in order to wow your customers, so that they will become your marketers.
27:27 Active listening and monitoring are important to react promptly to customers rants, but brands ought to deliver proactive social customer service in order to prevent any crisis. To do so, though, your social customer service team need to be enough structured to do either the responsive and the proactive tasks.
33:43 Billie illustrates 7 steps to design a correct social customer service strategy.
45:51 Some spanish brands are doing pretty well such as Movistar (20 staff dedicated to social customer service since 5 years). They let marketing and social customer care share relevant information that may be beneficial for both of them. Banc Sabadell is doing great as well and it was the first spanish bank ever to offer a 24/7 social customer service.
51:25 Billie talks about her agency SastreMartin, her next projects and then...she gives us a scoop!
Where to find Billie on line: Personal site, Twitter, Facebook, LinkedIn, Instagram and Agency.
53:23 Thanks and greetings.
Read full article here β> http://linkd.in/1dgh0wL
Delighted to be guest of Mallie Hart & Brooke Ballard's 'Ready, set, podcast' show talking about social customer service.
Enjoy their full article here β> http://bit.ly/1IyYr3Z
Why people endorse you? Here's my experience about social networking
Highlights of this podcast:
00:25 Setting up the table for dinner...
01:05 Why people endorse you?
01:55 How to take advantage of social networking.
02:09 Each online conversation is a BIG chance for you.
03:50 Reaching to a broader audience.
04:25 Greetings (till next one).
Read full article here β> http://linkd.in/1FUxFAg
In this podcast i give some inspirations to better plan your 2015 Business goals.
Highlights of this episode:
0:29 Intro.
0:48 Do you really need Social Media predictions?
1:11 Review your current year's results.
1:51 Setting Social Media priorities.
2:15 Two inspirational articles* for you (links below in the "more juice for you" section of this post).
3:10 Two options for your digital marketing strategy.
3.47 How to avoid procrastination.
4:08 Trello: your project management visual tool.
4.55 Outro.
5:05 Breaking news about my YouTube channel.
Read the full article β>http://linkd.in/1sX7yjb
Check out the highlights of this 7th Social Antipasti Podcast:
At minute 0:45 β> Intro: why Companies are concerned about their staff social behavior.
At minute 1:30 β> At work/at home; how does your staff socially behave.
At minute 2:11 β> Impulsive acts on Social Networks may affect your reputation and your life.
At minute 2:47 β> a dramatic example [case study].
At minute 3:20 β> think before hitting that button.
At minute 4:27 β> setting up a clear and effective Social Media policy.
At minute 5:13 β> Outro.
Enjoy the article here >http://linkd.in/1y8Zzos
In the 6th episode of Social Antipasti podcast I'll be talking to you about the power of online audiences.
Check out the highlights below:
At minute 0:30 β> Intro: why your online audience rules.
At minute 1:30 β> Clients are more aware than ever.
At minute 2:05 β> Go where your audience is.
At minute 3:55 β> Case study: Why Copyblogger set to close their Facebook page.
At minute 5:20 β> Outro: Focus on the right tools.
Read the full article ->http://linkd.in/1roLEDx
In the 5th episode of Social Antipasti podcast I will tell you why and how you can deliver an excellent Customer Service.
Check out below the highlights of this Podcast:
At minute 0:40 β> Why your Customer Service needs to become more 'human'.
At minute 1:30 β> Understand your clients' needs.
At minute 2:15 β> The key to be competitive in the Social Customer Service era.
At minute 3:20 β> Your employees are crucial to reach your goals says Annette Franz (and I agree with her)
At minute 4:10 β> Make sure your staff is aligned with your core values and targets.
Read the full article β> http://linkd.in/1uv4BZL
In this 4th episode of the Social Antipasti podcast, I will give you some tips to help you face the new challenges deriving from Social Customer Care.
Check out below the magic moments of this Podcast:
At minute 1:00 β> Consolidate your Customer Care culture
At minute 2:00 β> 5 points loved by every online customer
At minute 3:25 β> Online conversations are not private: consequences for Brands.
Read the full article here --> http://linkd.in/1qVByQH
In the third episode of Social Antipasti I will help you challenge yourself so that you'll go on with your ideas and turn them into actions and projects.
Read the full article -> http://linkd.in/1r3T2a4
Catch the best moments of this 5-minute Podcast:
At min. 1:30 "how does it feel to leave your comfort area"
At min. 2:30 "overcome your fears and become and innovator"
At min. 4:25 "don't be influenced by pessimistic views"
Social Antipasti is my 5-minute podcast pill in ENGLISH.
This episode is focused on Social Engagement:
How to use empathy and networking to empower Social Engagement.
Social Antipasti is my 5-minute podcast pill in ENGLISH. It's mainly focussed on:
-Social Media
-Social Customer Care
-Online Reputation