Flavio Martins
Failure in Customer Experience Is an Option
Before we achieve successful customer experiences, we must evolve how we think about our failed interactions. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected...
How to Develop Great Customer-Centric Experience Experts
Developing your people to create better customer experiences requires clear understanding of the future status of your organization. Too often organization are focused on past performance when planning their people development, but past performance is a poor indicator of how to develop better experience-focused people. …
Customer Experience Beyond the Life of the Company
Starting a business or any part thereof is a risky proposition. As new research by Harvard Business School’s Shikhar Ghosh shows, 75% of all start-ups fail, and when they do, so does customer service. Every day failed organizations orphan customers who believed those organizations would always...
Believe in the Power of Positive Service Experiences
One day you will begin to believe in the power of positive service experiences. That day everything will change. The cynics denounce the power of experience without justification. Too many point at the failures of thinkers who have never actually done, or doers who don’t...
How Growing Mobile Payments Impacts Customer Experience
In the most recent study released by Juniper Research, it was revealed that payments made via mobile devices could potentially reach nearly $507 billion by the end of this year, which is nearly a 40 percent increase year-on-year adoption rate. The growth in mobile payments...
How Service Experience Failure Leads to Customer Success
Although we generally avoid failure in our efforts, not all failures are necessarily bad. Some failures are quite useful and provide a path for positive growth and customer experience development. As service leaders, we need to create environments where failure is an option for our people. The…
Self-Service is the Answer to Scale Customer Service Experiences
With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but...
5 Biggest Challenges To Customer Service On Social Media
Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are...
How Mobilegeddon Has Affected UX Customer Experience
What is Mobilegeddon? It refers to Google’s latest search algorithm update, which has promised to penalize websites with a poor user experience. Since Google’s latest algorithm update, considered by many to be Mobilegeddon, what have we learned? Although the impact has not yet been significant, there…
4 Essential Tools for Remote Workplace Productivity
Remote workplaces need the right social support systems for telecommuting employees and the correct set of productivity tools to ensure task efficiency and employee engagement. If you’ve been online enough, you’ve probably seen offers of work from home opportunities featuring beautiful looking people working on a laptop...
Customer-Centric Mobile Strategy That Delivers Results #INFOGRAPHIC
Delivering an effective, winning customer service experience across new customer channels requires organizations to be more than just present. Deliberate strategy for why and how the customer experience across these emerging channels is critical in the ongoing effectiveness of the investments made in these new...
Making Happy Customers When Your Experience Is In a Rut
Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how to win mainstream fandom of others; we often don’t take into account a huge factor of “service with a smile–”...
The History of the Mobile Payment Experience #INFOGRAPHIC
When Coca Cola first introduced mobile purchasing in 1997, the company set up vending machines that allowed their customers to purchase drinks via text message. This set in motion a series of positive events that have come to change the mobile payment customer experience. The technology...
20 #CX Statistics Prove Why Customer Service Matters
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh?...
How a Great Logo Makes a Great Customer Experience
A logo is the face of your company and is at the front line of your customer experience. From the font size to color choice, your logo says a lot about your brand. Logos help to let customers within your target market identify your business...
Proactive Customer Service Leads to Improved Experience
Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with...
Why Bad Customer Service Experiences Happen [Infographic]
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings. The challenge organizations face...
How Voice of the Customer Experience Improves Brand Reputation
Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re...
Essential Do’s & Don’ts for Customer Experience on Twitter
Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully...
Customer Service Infographic, The Forgotten Marketing Channel
Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers?…