Flavio Martins
Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!
How to Fix Bad Customer Service: The $54,000 Question
Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes...
5 Most Critical Customer Service Myths #INFOGRAPHIC
Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to...
From Millennial to Alpha: Adapting for the Next-Generation Customer
Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt...
10 Customer Service Skills You Need to Crush Your Competition #INFOGRAPHIC
Attracting new customers is expensive and difficult. Today, competing for new customers is just part of operating in virtually any industry. No matter what you do, you’re...
Richard Branson: How to find the right people for your business
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can...
7 Keys to Successful Customer Experience Management
Successful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful...
How the Cloud Is Revolutionizing Small Business Customer Service
Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the...
Custom Payment Options Enhance Customer Experience
Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers...
How to Transform Your Customer Service Goals
According to the American Express Global Customer Service Barometer, customers are twice as likely to share bad customer service experiences than positive ones. Unfortunately a...
Website Experience Mistakes That Destroy Customer Service
One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your...
3 Technology Keys to Boost Your Customer Service Efforts
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have...
What Great Customer Service Companies Do #INFOGRAPHIC
When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their...
Never Penalize Failed Experience Attempts
There is no single path to exceptional experience. It happens in environments where daily learning and growing take place through trial and error. Organizations that...
How to Use Case Studies for Better Customer Experience
Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and...
The Psychology of Customer Service Motivation
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare...
Customer Experience Journey Map or Service Blueprint?
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a...
The Future of Customer Experience is Social #Infographic
Organizations today are facing a fundamental change in how customer experiences and service interactions take place. Customers today are more empowers, and infinitely more informed...
The Power of Vitality in the Customer Service Experience
When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short...
Finish the Customer Experience You’ve Started
If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.” The work...
Make Minimalism the Standard of Excellence
Too many companies make customer service a headache. The pleasant nature of having a small conversation and coming to a swift and happy conclusion...