© Copyright Paolo Fabrizio
Customer Service Culture [EN]
4.7 out of 5 stars
4.7 Based on 3 reviews
5 out of 5 stars
Awesome podcast series!
Paolo does a great job with the podcast series. The conversations are engaging and educational. I've enjoyed listening to them, and I was honored to be interviewed for one. If you haven't listened to this series yet, you should. You'll pick up nuggets from each podcast that will make you a little smarter with each one you listen to!
Ryan L. Sink
5 out of 5 stars
Wonderful and Helpful!
Such a great podcast and very informative as well as entertaining. Paolo does a wonderful job interviewing awesome guests and showing how to use social media in communicating with customers!
5 out of 5 stars
My ‘Go To’ person for Social Customer Service tips
I love your blog and listen regularly to your Social Antipasti podcasts - I find them inspiring, informative and always on target. You are my "go to" person when it comes to finding innovative ways to use social to serve my clients. I have actually been using some of your tips and they really work. Thanks for providing information and resources to help me keep up with the latest tips, strategies and resources in social customer service, one of the most important parts of any business.
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- November 15, 2022
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- December 2, 2022 2:43 AM
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- Paolo Fabrizio
- Copyright Paolo Fabrizio
- #20 Learning by training customer support teamsSince 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/3UFJnKb0 comments0
- #18 Happy employees for happy customers - with Sarah MetcalfeIf 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/2CCzg5w0 comments0
- #17 Towards a mobile customer service era w/Martin Hill-WIlsonIn 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-17ENG0 comments0
- #14 The rational and emotional sides of Customer Experience w/Annette FranzIn 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 *** *** ***0 comments0
- #13 Be consistent across channels - w/Luke PorterListen 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 *** *** ***0 comments0
- #12 How to choose your Customer Service channel mixIn 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 –> http://bit.ly/1OSOgbv *** *** *** Subscribe here –> http://www.spreaker.com/show/social-antipasti-english_1 *** *** ***0 comments0
- #11 A Social Customer Service conversation with Danielle SheerinIn this episode I'm glad to interview Danielle Sheerin, UK social customer service expert. Link to article –> 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 – define your scs vision and goals – this is your strategy and its essential for guiding activity Check this with stakeholders – 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 – they will need to be onside if you are going to deliver this! Next design your customer journeys – 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? You’ll 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 – what is next for your scs – 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 – whatever your original vision was – don’t 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 http://bit.ly/1Q0EeV30 comments0
- #10 Talking about SCS w/Billie Lou SastreIn 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 –> 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 –> http://linkd.in/1dgh0wL0 comments0
- #09 A social networking dinnerWhy 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 –> http://linkd.in/1FUxFAg0 comments0
- #08 Digital inspirational wishesIn 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 –> http://linkd.in/1sX7yjb0 comments0
- #07 Fear of withered reputationCheck out the highlights of this 7th Social Antipasti Podcast: At minute 0:45 –> Intro: why Companies are concerned about their staff social behavior. At minute 1:30 –> At work/at home; how does your staff socially behave. At minute 2:11 –> Impulsive acts on Social Networks may affect your reputation and your life. At minute 2:47 –> a dramatic example [case study]. At minute 3:20 –> think before hitting that button. At minute 4:27 –> setting up a clear and effective Social Media policy. At minute 5:13 –> Outro. Enjoy the article here > http://linkd.in/1y8Zzos0 comments0
- #06 Your online audience rulesIn 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 –> Intro: why your online audience rules. At minute 1:30 –> Clients are more aware than ever. At minute 2:05 –> Go where your audience is. At minute 3:55 –> Case study: Why Copyblogger set to close their Facebook page. At minute 5:20 –> Outro: Focus on the right tools. Read the full article -> http://linkd.in/1roLEDx0 comments0
- #05 Let your Customer Service be humanIn 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 –> Why your Customer Service needs to become more 'human'. At minute 1:30 –> Understand your clients' needs. At minute 2:15 –> The key to be competitive in the Social Customer Service era. At minute 3:20 –> Your employees are crucial to reach your goals says Annette Franz (and I agree with her) At minute 4:10 –> Make sure your staff is aligned with your core values and targets. Read the full article –> http://linkd.in/1uv4BZL0 comments0
- #04 Social Customer Care challengeIn 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 –> Consolidate your Customer Care culture At minute 2:00 –> 5 points loved by every online customer At minute 3:25 –> Online conversations are not private: consequences for Brands. Read the full article here --> http://linkd.in/1qVByQH0 comments0
- #03 Be a PioneerIn 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"0 comments0
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