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!
Failure in Customer Experience Is an Option
Before we achieve successful customer experiences, we must evolve how we think about our failed interactions. Failure in customer experience is inevitable. You will make...
How to Develop Great Customer-Centric Experience Experts
Developing your people to create better customer experiences requires clear understanding of the future status of your organization. Too often organization are focused on past...
Customer Experience Beyond the Life of the Company
Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups...
Believe in the Power of Positive Service Experiences
One day you will begin to believe in the power of positive service experiences. That day everything will change. The cynics denounce the power of...
How Growing Mobile Payments Impacts Customer Experience
In the most recent study released by Juniper Research, it was revealed that payments made via mobile devices could potentially reach nearly $507 billion...
How Service Experience Failure Leads to Customer Success
Although we generally avoid failure in our efforts, not all failures are necessarily bad. Some failures are quite useful and provide a path for...
Self-Service is the Answer to Scale Customer Service Experiences
With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to...
5 Biggest Challenges To Customer Service On Social Media
Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real...
How Mobilegeddon Has Affected UX Customer Experience
What is Mobilegeddon? It refers to Google’s latest search algorithm update, which has promised to penalize websites with a poor user experience. Since Google’s latest...
4 Essential Tools for Remote Workplace Productivity
Remote workplaces need the right social support systems for telecommuting employees and the correct set of productivity tools to ensure task efficiency and employee engagement. If you’ve...
Customer-Centric Mobile Strategy That Delivers Results #INFOGRAPHIC
Delivering an effective, winning customer service experience across new customer channels requires organizations to be more than just present. Deliberate strategy for why and how...
Making Happy Customers When Your Experience Is In a Rut
Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how...
The History of the Mobile Payment Experience #INFOGRAPHIC
When Coca Cola first introduced mobile purchasing in 1997, the company set up vending machines that allowed their customers to purchase drinks via text...
20 #CX Statistics Prove Why Customer Service Matters
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know...
How a Great Logo Makes a Great Customer Experience
A logo is the face of your company and is at the front line of your customer experience. From the font size to color choice,...
Proactive Customer Service Leads to Improved Experience
Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer...
Why Bad Customer Service Experiences Happen [Infographic]
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of...
How Voice of the Customer Experience Improves Brand Reputation
Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers...
Essential Do’s & Don’ts for Customer Experience on Twitter
Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University...
Customer Service Infographic, The Forgotten Marketing Channel
Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of...