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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!

3 Keys to Customer Service Training and Retention from Ritz-Carlton VP Diana Oreck

It's easy to WANT to be like the Ritz-Carlton with a successful exceptional customer experience reputation. The hard part is HOW to do it....

6 D’s that Motivate Great Customer Service

Motivation is not automatic. Your ability, skill or whatever you do is a vehicle and motivation is the driver that will help you deliver...

Getting Customer Experience Buy-In From Senior Management

Associate $$$ (either saved or earned) to your customer experience process and you'll have all the support you need. About 25% of all comments, emails,...

INFOGRAPHIC: Customer Service Online Matters

24 – 48 hours for an email reply is unacceptable customer service today. I don't care who you are, you should never send an...

Funny Customer Service Stories You’ll Never Forget

Dealing with the typical customer service issues you face at work can make things become quite mundane, luckily there are those funny customer service...

8 Key Statistics for Technology in Customer Experience

It's no longer enough to just throw up a Web site and expect to be successful in creating an effective online customer experience. The Web...

10 Ways Customer Service Converts Customers Without Selling

The secret to effective customer service sales without having to sell is to understand customers wants, needs, and delivering those. I'm not a sales guy,...

How to Get Customer Service Feedback with Ernest Hemingway

No matter the person, background, position, skills, or accomplishments, everyone has something to offer you to make good customer service great. Ernest Hemingway is one...

Barack Obama Raises the Standard of Customer Service

The public deserves competent, efficient, and responsive customer service from the Federal Government. Barack Obama's Executive Order inspires just that. The President's Executive Order #13571...

Can an iPad Mini Make Good Customer Service?

Techcrunch thinks an iPad Mini will make your customer service better. It won't. The iPad mini is now available and Apple fanatics are treating it...

3 Customer Service Questions You Must Answer Each Day

Successful customer service culture requires constant development, progression, and reflection each and every day. Each day you settle in to the same place, do your...

Believe, Ask, Try What Customer Experience Has to Offer

More than ever, I've had the mindset that if you don't believe, don't ask, and don't try, you'll never discover the effect a great...

Facing Your Customer Service Fears

The wonderful thing about our fears of customer service situations and difficult customers is that it's entirely up to us to decide how to...

Gold Stars Customer Service Culture

Every time we receive great customer service or a positive customer experience, that individual or company should get a gold star. Remember when you were...

Loews Hotels CEO Talks Customer Experience in the Hotel Industry

Chocolates on the pillow aren't enough today, you need to reinvent the customer experience in order to create customer loyalty. Utah is famous for it's...

Simple, Great, Customer Service

Great customer service is simple, easy, and focused on results. It seems like there's a rush to add more and more to our offerings and...

Customer Experience vs Customer Service

Customer experience management is the blueprint to effectively implementing a customer service action plan. Experience management is the organization of all of your service actions, touchpoints,...

The Journey to Great Customer Service

Each day our customer service team gets hundreds of emails from customers. These customer service emails range from the most basic username and password...

Art and Science of Customer Service

Customer service is both an art and a science. Effective customer service teams require that we deliver on both the practice of the art and...

Customer Experience Passion Lesson From Dubai

No matter where we are or what we do, customer experience matters. Connecting with what you do and delivering an exceptional customer experience is...

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