Paul Selby
Paul Selby
I am a product marketing consultant for Aventi Group. Aventi Group is the first product marketing agency solely dedicated to high-tech clients. We’re here to supplement your team and bring our expertise to bear on your top priorities, so you achieve high-quality results, fast.
Customers don’t want great service
While there are a few exceptions, customers really only reach out to customer service when something unexpected happens: the order didn't arrive when anticipated,...
What’s the recipe for amazing customer service?
How many memorable meals have you had in your lifetime? What made them so remarkable? It probably came down to a few simple things:...
Investing in personalization pays off in customer service
Companies today are on the hunt for as much information about their customers as they can collect. That information provides insight that can be...
The opportunities automation and AI create for humans in customer service
Though automation and artificial intelligence (AI) have existed in some form or another for many years, it's only been recently that both have achieved...
Surpassing the shortcomings of CRM
In customer service, how organizations interact with customers has come a long way in the last quarter century. While telephone retains some popularity, chats,...
CustOps: the new customer service
A first- (or faster-) time-to-market has been a longtime mantra of most companies. Be it first with a new product or first with new...
Fix the agent experience to improve the customer experience
“The way you treat your employees is the way they will treat your customers.”Sir Richard Branson With a history spanning over five decades, Virgin Group is a collection of...
Is your CX needle stuck on zero?
Popular wisdom holds that companies are putting more and more effort into identifying and addressing the challenges their customers encounter to deliver the best...
Are your customers suffering from satisfaction survey fatigue?
Companies are obsessed with providing the best possible customer experience and for good reason. When something goes wrong along that journey–necessitating a call...
Your CSATs might be awesome, but your CX is in the toilet
Picture it. Multiple customer self-service channels are effortlessly providing answers to customers at any time on any device. The knowledge base is curated on an...
Throwdown: chatbot vs. live agent chat
The robots are coming for our jobs. That's been a persistent concern as advances in technology make the automation of many tasks easier. Customer service...
Those 30-second customer service calls are costing a fortune
It's not uncommon for companies to have many "small issues" that customers regularly encounter. You know the type: an order hasn't been delivered on...
Applying the KonMari method to customer service
It's about choosing joy.- Marie Kondo Such is the basic tenet of the organization method "KonMari" by "tidying expert" Marie Kondo. Her New York Times...
Flipping the script in customer service
Customer self-service's popularity continues to rise and companies invest in new tools to offer fast anywhere, anytime service. Customer contact centers are at-the-ready to...
Using customer data to benefit and not abuse them
Customer data. Companies collect it at the time of purchase or during product registration. Some companies offer online portals where customers can maintain their...
It’s the process–not the tools–that improve customer experience
When life throws problems your way, it's natural to think you just need the right tool to solve it. This is no different in...
When overzealous customer service fails the customer
My son recently walked out to his car and found the front end damaged from what was likely someone backing into him. Unfortunately, there...
Does your customer service only treat the symptoms?
When a person gets injured, it's common to start treating them by addressing their symptoms: alleviate the pain, stop the bleeding, etc. After all,...
How will you serve customers better in 2019?
We are in the final weeks of 2018. Soon another year will be behind us. As you reflect on the past year and customer service...
Chatbots: your private investigators in customer service
Was 2018 the year of the chatbot? Or at least the year they started to become a lot more commonplace in customer service? They've...