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 has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders,...
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 corporate culture. As a result, business transparency has taken root, spreading its canopy to cover more than just financial reporting. Its...
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 and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing...
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 your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your...
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 Thinking Hats technique of Edward de Bono is a model that can be used for exploring different perspectives towards a complex...
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 competitors by 30 percent. Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report...
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 create exceptional customer service experiences. One of the greatest challenges of developing winning customer experiences isn’t always getting results, but...
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 in place to capture results and analyze them for potential improvement towards better customer experiences. Many of the quality management practices...
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 to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific...
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 need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to...
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 technologies, Customer Relationship Management now gives way to a broader perspective that acknowledges the new capabilities that are a result...
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 institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s...
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 yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what...
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, lost and disgruntled customers and eventually, a failing organization. So the main question is, what can business owners do in…
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 2016. However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call...
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 organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy,...
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 one of the most powerful methods of problem solving available in the contact center today. Even in the age of...
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 ask their questions via live chat. Since 89% of companies plan to compete on the basis of customer experience next year and since...
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 by consumers. Customers are more likely to engage with a simple display of information and unique presentation of visuals, versus an...
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 the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s...