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 Experience Leadership or Customer Service Management?
Customer experience leadership is about creating new things. It's about change. Taking people and groups from point a to point b where it's more...
Motivating Customer Service Home and Global Team Members
Our customer service team recently opened a satellite office. A portion of our team is now 300 miles away from our company headquarters. No,...
3 Ways to Guarantee Customer Service Failure
Chances are, your customer service just doesn't generate the positive customer experience you want. No one wants to fail, so why does customer service...
The Dark Side of Customer Service
I love customer service and spend hours each day, working, training, inspiring, promoting, and dreaming up ways to make customer service awesome. For all...
The Customer Experience Super Powers
One of my amazing talents is my customer experience super powers. Yes, I've got them and you can have them too. You don't need...
Customer Experience is Key to Fixing Employee Turnover
One of the greatest challenges to developing the customer experience and consistently delivering great customer service is dealing with employee turnover. I'm asked about how...
Imagination is Nothing. Customer Experience is Everything in Business
Too often we underestimate the power of customer experience. The customer experience innovators seem to always stay a step ahead of the competition. Every...
My T-Mobile Customer Service Verdict
I'm generally frustrated with customer service from most phone, Internet, and cable providers, and I'm not the only one. Providing customer service as a...
What is your customer experience THEME?
As part of ongoing customer experience training and personal development, I'm always on the lookout for a great training conference that I can attend...
Should the US Government Fix Outsource Customer Service Call Centers?
Have you ever called an offshore customer service call center and been frustrated with the customer experience? Ever wish something could be done to...
Facebook can keep Instagram. Apple will Buy Hulu or Netflix.
With Facebook's purchase of Instagram for $1 billion, the Internet is on fire with commentaries and evaluations of the blockbuster deal. But the important...
Are You On The Path to a Great Customer Experience?
One of the greatest dangers any service organization faces is thinking that they're providing their customers a great customer experience when in reality they're...
7 Customer Service Rules from Richard Branson, CEO of Virgin
Sir Richard Branson, CEO of Virgin, is known for success and customer service. Branson owns over four hundred companies and is estimated to be worth...
3 Reasons Why Your Customer Service Training Stinks
You spend hours preparing and delivering customer service training to your team members, but your customers keep getting the same lousy service experience. Sound...
Are you hiring the right customer service people?
I often am asked and see the question, "How do we begin offering great customer service". You can have the greatest plan, all of...
3 Super C’s of Customer Service That Create Loyal Customers
For most organizations, creating a customer service process that creates loyal customers is a constant challenge. In the day-to-day rush of trying to keep...
The 3 Needs of All Customers
A friendly employee who caters to the customer, and an inviting atmosphere will not only end up making a successful sale but will create...
We Live in a Digital Age. Optimize the Online Customer Experience.
We live in an age of great technological advancement, what are you doing to optimize the online customer experience? Too often we think of...
5 Traits of Great Customer Service
One of the questions I'm asked frequently by people in various organization is: What is customer service? We seem to know some of the...
The 4 Myths of Great Customer Service
Myths to great customer service exist because something worked somewhat well for some organization once and that single success story gets repeated over and...