Flavio Martins

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 customer service management position or even make the jump into marketing or corporate training. Another reason why it's an easy...

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 confirm details and it seems like every service provider we call has a message that says "Due to unusually high...

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 could simply have been a misunderstanding or poor training on the part of an over-zealous sales person turned into an...

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 Sigma is a quality management theory that gives businesses the blueprint to improve processes and decrease ineffective practices that contribute...

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, loyal customer relationships. The trouble often times comes in understanding the strategy behind customer service communication. In 1948 Laswell proposed a...

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 follow-up work "The 8th Habit", where Covey shares how we can supercharge our ability to develop a great customer experience,...

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 to customers, but ask them what they like least about their job? Sales. Although not your typical sales department, today's call...

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 conference in Chicago, you were in for a treat as the famous Guy Kawasaki shared his 8 lessons on enchanting...

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 to improve our relationships with employees, which in turn improves our relationships with customers. Guy Kawasaki shares his 10 tips...

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 dedicate this post to Covey, a master of experience who taught us to think abundantly and be willing to share...

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 customers themselves. Michal Falcon who blogs about customer experience growing profits and people, recently outlined the 7 most important words or...

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 customer experience competitive advantage, describes the 3 competitive advantage models which incorporate some type of customer experience. Not all...

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 often hear that we need to stop and evaluate, but if you're like me, you don't feel like you have...

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 at Zappos. Customer service is part of the ongoing success of the organization. Zappos puts its money where its mouth is...

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 don't mean physically. In this great customer experience marketing video, Wharton marketing professors David Reibstein and John Zhang explain the effect different...

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 programs centered around customer service teams meeting customer needs. It's that simple. Rather than guessing what customers want, focus on the...

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 been a big fan of Amazon and Zappos for a long time now purely based on the customer experience of...

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 leaders who are aligning organizations around a customer experience mission and teaching us to effectively do the same. We started the...

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 day one of the customer experience conference and how we can design the customer experience process to meet the needs...

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 to be there, here's a recap of what you missed. First, make sure you check out the Total Customer Experience Leaders...

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