Non basta contendersi i clienti a colpi di sconti e offerte imperdibili. Bisogna consolidare giorno dopo giorno la fiducia iniziale che ci hanno gentilmente concesso 'a tempo determinato'. Scopri...

One-on-one interaction with customers still matters even in always-on digital era

I recently stumbled upon this email written by an angry customer to his bank on reddit. The reason for the customer’s displeasure was over an event that had occurred years before! This customer doesn’t forget, and he doesn’t forgive easily. Read below: To…

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have been huge leaps for

Don’t send another customer email without reading these 6 questions that’ll help you write emails customers love.