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!
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...