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.
Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!)
Companies across industries and around the world have woken up to the importance of customer service. Why? In a survey, Forbes found that 59%...
Service Management Beats Relationship Management In Three Key Ways
The customer service practice has evolved dramatically over the past twenty years. I started as a front-line technical support technician for a large software...
A Restaurant’s Struggles In Digital Transformation
When my family and I go out for dinner, we frequently visit a national chain restaurant. Their menu has something that appeals to everyone,...
Supercharge Your Online Customer Self-Service With These Four Techniques
In 2016, Forrester reported web self-service use had increased to 76 percent. Following up in 2017, Forrester indicated the continued expansion of self-service was #1...
Omnichannel Service Offers Benefits To Both Customers And Agents
Most companies today provide what's designated multichannel service without even knowing the term: live assistance to customers across a variety of media. Telephone, email,...
Four Benefits of Bringing Knowledge into Customer Service
Your customer service has a wealth of knowledge when it comes to facts, information, and skills. What the title of this blog refers to...
Three Tips For Retaining Customer Service Agents
I started my professional career in a call center answering technical support calls. After a few months, I advanced into supervising a team and...
Tips for Taking Communities Live
In last week's entry Three Ways Communities Change Customer Engagement And Deliver Value, I wrote about how online communities offer a new form of...
Three Ways Communities Change Customer Engagement And Deliver Value
Online communities offer a unique means of interacting with customers. Communities are a form of social media like Facebook or Twitter, but rather than...
The Many Choices When Measuring Service
How do you measure customer service in your organization? Like anything, there's several popular methods. Some of the most popular are customer satisfaction (or...
The Andon Cord and Customer Service
This week I want to talk about a concept I was reminded of at Call Center Week. I heard it during the keynote address...
Disconnected Service Costs Businesses More Than Money
Sometimes service just can't be simple. Following up on last week's Monday Musings, I have another chapter in the saga to share. Unfortunately, it's not a positive...