Flavio Martins

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 effective. It's about innovation and change. Customer experience leadership is about creating new ideas and things, it's about coordinating existing systems...

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, it's now outsourcing, it's really just business redundancy and continuity. Having a team working at the same time, from a...

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 fail so often in creating that customer loyalty? I want to suggest 3 ways we guarantee customer service failure. Unless we...

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 of the customer service talk and training that goes on, there's a dark side to customer service that we've 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 to be from a distant planet, be bitten by a radioactive spider, be bombarded by cosmic rays, or even have...

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 to manage employee turnover more than any other question, and probably more than all of the other questions combined. Ask...

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 time the competition makes a move, the innovators make a different unexpected move keeping them on top and often increasing...

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 corporate giant is tough. Millions of customers, thousands of employees interacting with those customers. It's an ultra complicated process managing...

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 to help develop my skills as a customer service and customer experience leader. Being on a budget, I'm looking to...

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 improve the customer experience in call centers? If the government gets its way, changes to offshore call centers are on...

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 company no one seems to be talking about is Apple. I read Nikita Korotaev's response that Apple should have acquired Instagram....

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 not. It's not that organization's set out to provide a bad customer experience. The problem lies in the twists and...

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 $4.2 billion dollars. Now in his sixties, Branson's business ventures range from airlines, telecommunications, formula one, cosmetics and space exploration...

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 familiar? It's not that you aren't motivated, or that you aren't talented, and no, your people aren't incompetent. The problem...

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 the right materials, structure, and systems in place, but you can't get great customer service if you don't have the...

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 up with customer demands, it's easy to lose sight of the principles and practices that have the greatest effect in...

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 an exceptional customer experience which invites customers to come back and buy again. Only 3 things matter in exceptional customer...

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 customer experience as personal conversation with customers or a pleasant looking store or polite employees. We, too often, place too...

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 actions many customer service people perform, but have a difficult time actually defining what great customer service really is. 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 over again, generalized and exaggerated along the way until people began to think it was a requirement for business...

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