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!
Customer Service is Not Passive, Be Active
In customer service you can go far. Really far. It's an easy way to climb the corporate ranks and settle into a high level...
Playing Customer Service Catch-up
One of the core functions of our team is to obtain information from various service providers. Each day we're on the phone trying to...
The Most Dangerous Kind of Customer Service Feedback
The tech world recently erupted when the customer service experience broke down and a startup company was caught extorting money from its clients. What...
Using Six Sigma to End Bad Customer Service
Imagine if you only had 3.4 bad customer experiences per million customer service interactions. That's the idea behind the Six Sigma in customer service. Six...
5 W’s to Better Customer Service Communication
Communication one of the fundamental principles in getting great customer service right. We want to communicate with customers and we want to develop lasting,...
The 8th Habit of Effective Customer Experience
I recently talked about how Stephen Covey's 7 Habits apply to create an exceptional customer experience. I had a chance recently to review Covey's...
3 Questions to Get Your Customer Service Reps Selling
One of the most difficult aspects of customer service is the selling process. Customer service reps are generally comfortable working with people, enjoy talking...
Customer Experience Enchantment Recipe I Learned from Guy Kawasaki
Creating customer loyalty these days is tough and requires the type of customer experience that customers never forget. If you attended the SLA 2012...
10 Customer Experience Tips from Guy Kawasaki
Guy Kawasaki has challenged customer service professionals of today to change the world through customer experience. He's right. Guy considers customer experience the best way...
Stephen Covey’s 7 Habits of Highly Effective Customer Experience
Customer experience is more than just service. Stephen Covey, best-selling author, teacher, and mentor, was a master of customer experience. With Covey's passing, I...
7 Most Important Words in Customer Experience
For us to be able to deliver exceptional customer experiences, it's essential that we correctly understand the nature of customer experience, customer service, and...
What’s Your Customer Experience Advantage?
Think of how your customer experience keeps customers coming back? Do you have a plan? Do you follow a model? Michael Porter, author of...
The 60 Second Customer Experience Evaluation
It's easy to get caught up in the day-to-day actions and forget to step back and see the big picture of customer experience. We...
Slideshare: Zappos’ Tony Hsieh On Customer Service
Zappos is iconic for its customer experience through customer service. Think customer service doesn't matter? Don't tell that to Zappos. Customer service REALLY matters...
Customer Experience Video: Is There a Wrong Kind of Customer?
One key element in managing the customer experience is managing the various types of customers you attract. Not all customers are the same…and I...
Kano’s 3 Customer Experience Needs
Professor Noriaki Kano developed a customer experience model that should be central to any customer service focused organization. Kano's model focuses on successful service...
Customer Experience is About the Little Things
A buy a lot of things online and I find that customer experience varies greatly between different organizations. Although only recently a customer, I've...
Total Customer Experience Leaders Summit Recap – Day 3
The final day of the Total Customer Experience Leaders Summit certainly didn't disappoint as we were privileged to hear an amazing line up of...
Total Customer Experience Leaders Summit Recap – Day 2
We spent day one of our customer experience conference looking at ways to design and measure our customer experience actions. Previously, we looked at...
Total Customer Experience Leaders Summit Day 1 Recap
1 day, 10 sessions, all customer experience. For everyone in attendance, this was a customer experience event worth every minute. If you weren't able...