Flavio Martins

Best Practices for Protecting Customer Data in Service

As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot...

How Brand Transparency Permeates Every Aspect of a Company

Though it may have risen from some horrible business dealings, the Sarbanes-Oxley Act (SOX) did create transparency regulations that have become part of the...

How Does Technology Impact the Customer Experience?

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience...

How to Implement 24/7 Social Media Customer Service

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If...

6 Thinking Hats You Need to Master CX Initiatives

Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. The Six...

3 Ways to Boost Your Customer Retention Rate With Service

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell...

20 Critical Thinking Keys to Customer Experience Excellence

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can...

Continuous Customer Experience Improvement is a Lifestyle

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework...

Framing Customer Experience to Win Leadership Buy-In

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership...

7 Wonders of Effective Customer Experience Leaders

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we...

Refreshing Thoughts on Social Customer Relationship Management

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Because of the increasing popularity of social media...

From Zero to $5 Billion Powered by Customer Service Experience

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial...

CX Year in Review – Trends, Best Practices, and Lessons Learned

Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want. Quarterly, semi-annual, or...

One-Two Punch Combination of Customer Service

While it’s easy to emphasize the importance of good customer service, most organizations fail to re-emphasize its importance as a core strategy. The result? Low sales,...

The Future Customer Experience Will Go Virtual

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of...

Are You Experienced Enough in Customer Experience #INFOGRAPHIC

Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Whether your...

Getting Started With Advanced Call Center Management and Metrics

Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is...

Is Live Chat the Customer Experience Silver Bullet? #INFOGRAPHIC

A recent report from Software Advice found that 33% of consumers would rather chat to avoid waiting on hold, and 49% of all online shoppers prefer to...

Less Is More: Minimalist Marketing Techniques for Your Company

Minimalism is a current marketing trend that exudes the philosophy of “less is more.” Clear, concise information and well-designed, simple packaging are highly valued...

Picking Hardware and Software for Customer Service Success

Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with...

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