Flavio Martins

Using Six Sigma to Improve Customer Experience and Service

Imagine if you only had 3.4 bad customer experiences per million customer service interactions. The goal of Six Sigma in experience is to get you there. Six Sigma is a quality management theory that gives businesses the blueprint to improve processes and decrease ineffective practices...

Data Driven Retail Insight to Maximize Experience Results

Changes in how customers utilize technology in the shopping experience has brought dramatic changes to the retail shopping experience and changed the landscape of how retailers approach the in-store customer experience. Even as the amount of digital interaction increases, the potential value of in-person service...

The Customer Experience Management Cheat Sheet [INFOGRAPHIC]

Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of...

10 Crucial Skills of Exceptional Customer Experience Pros

Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel...

Provide Proactive Customer Service and End Hold Time

The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your...

10 Ways Customer Service Wins Customers Without Selling [Infographic]

Transparency in interactions work wonders. Customers today are more trustworthy of organizations that admit faults and focus instead on strengths creating new opportunities for continued customer engagement. I’m not a sales guy, I’m a customer service guy. Being a customer service guy, I hate having...

When Did Bad Customer Service Become The Standard of Service?

Has it really been that long since the customer was always right, since orders were received with a smile (even on the web), and since company screw-ups were dealt with promptly and with class? When did customer service become so uncool? Tony Mase is a…

Phones Are Important, But Live Chat is the Service Channel for Millennials

Industry surveys show that 63% of millennials prefer to have their basic customer service and support questions answered via live chat over traditional contact channels. According to a report by Accenture, purchases made by millennials will comprise 30% of retail sales by 2020. Age demographics have a…

The Insane Cost of Unhappy Customers [INFOGRAPHIC]

Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Instead of focusing on who’s right and who’s wrong, your time is always better spent doing what’s right and...

Wow With Experience When Service Mistakes Happen

It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience.  One of my favorite phrases to recover from a problem with an upset customer is:…

12 Critical Questions for Call Center Agent Engagement

12 Critical questions make the difference between engaged customer service agents and a turnover statistic in the call center. At the end of each work day, the most important assets of your organization, its people, walk out the door. It’s never a guarantee that they’ll...

How to Do Social Customer Service for the Right Customer Experience

Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. Traditional approaches to targeting and marketing to customers doesn’t always work on social...

Cost Cutting in the Call Center Kills Customer Experience

Cost cutting and saving at work is an always important topic in for businesses large and small. Doing more with less is always important, and even more important when times are tough. Managers, however, need to carefully evaluate every cost cutting decision to ensure that…

How to Integrate Social Media Into Customer Service Channels

With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. With the introduction of social media there now exists a new opportunity for customer service agents to interact with customers in a new way,...

Mapping The Data Driven Customer Experience Journey [INFOGRAPHIC]

Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and customer results. Organizing and mapping the specific touchpoints of a comprehensive customer experience journey is critical for any organization looking to get the most from customer...

Brand Consistency: Are You Doing It Right? Are You Even Doing It?

Take measures to promote consistent brand messaging and secure your portion of the competitive landscape. Your brand is who you are and what your business stands for. If your branding strategy is not uniform across the board and at every point of contact, your company...

7 Ways to Provide Exceptional Customer Service for E-commerce [INFOGRAPHIC]

Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online. With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. AS they do,...

5 ​Ways to Increase Your Net Promoter Score and Improve Customer Experience

Net Promoter Score (NPS) is a powerful customer feedback method that can enable you to improve customer service results and enhance customer experiences. It may seem trite in this world of complex metrics and customer data overload, but this simple test of loyalty has formed the basis of...

The Impact of Good Email Management on Great Service [INFOGRAPHIC]

Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion in 2013 to over 4.9 billion by the end of 2017. With the growth of social media over recent years, it’s...

Optimizing The Social Customer Experience For Better Customer Engagement

Customers are moving outside the purchasing funnel—changing the way they research and buy products and services. If your service experience hasn’t adapted, you’re falling behind. A customer-centric approach to service, integrating all available customer contact channels, needs to be based upon your customer journey. Every aspect of your service...

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