Flavio Martins

How to Fix Bad Customer Service: The $54,000 Question

Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad...

5 Most Critical Customer Service Myths #INFOGRAPHIC

Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions. Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common...

From Millennial to Alpha: Adapting for the Next-Generation Customer

Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to...

10 Customer Service Skills You Need to Crush Your Competition #INFOGRAPHIC

Attracting new customers is expensive and difficult. Today, competing for new customers is just part of operating in virtually any industry. No matter what you do, you’re going to have to battle for new customers. Being able to maintain those customers you’ve worked so hard to win...

Richard Branson: How to find the right people for your business

The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on...

7 Keys to Successful Customer Experience Management

Successful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers. Today’s strategy for success needs to increasingly focus more on customer experience…

How the Cloud Is Revolutionizing Small Business Customer Service

Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let...

Custom Payment Options Enhance Customer Experience

Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that...

How to Transform Your Customer Service Goals

According to the American Express Global Customer Service Barometer, customers are twice as likely to share bad customer service experiences than positive ones. Unfortunately a bad review can take hard work to reverse. Parature’s infographic shows it takes 12 positive customer service experience to make...

Website Experience Mistakes That Destroy Customer Service

One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit...

3 Technology Keys to Boost Your Customer Service Efforts

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers...

What Great Customer Service Companies Do #INFOGRAPHIC

When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience. Customers often need more than just a product or service. When there are questions or when things go...

Never Penalize Failed Experience Attempts

There is no single path to exceptional experience. It happens in environments where daily learning and growing take place through trial and error. Organizations that reach that level of customer engagement are those where people know they have the freedom to experiment. In these environments,...

How to Use Case Studies for Better Customer Experience

Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and real life case studies from real customers build trust. These proofs of product and service are unbiased and, most of all,...

The Psychology of Customer Service Motivation

How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today....

Customer Experience Journey Map or Service Blueprint?

To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer...

The Future of Customer Experience is Social #Infographic

Organizations today are facing a fundamental change in how customer experiences and service interactions take place. Customers today are more empowers, and infinitely more informed in the decisions they make regarding products and services. As more and more customers turn to online and social as…

The Power of Vitality in the Customer Service Experience

When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve...

Finish the Customer Experience You’ve Started

If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.” The work of finishing what you’ve started seems overly simplistic, yet is often one of the most disregarded principle of service experience....

Make Minimalism the Standard of Excellence

Too many companies make customer service a headache. The pleasant nature of having a small conversation and coming to a swift and happy conclusion is all-but-gone, replaced by rigid policies and inflexible business principles. Take a step back, clear away the clutter and make things...

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