Flavio Martins

3 Critical Customer Service Disasters That Totally Are Preventable

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than...

Walt Disney, the First CXO in the Age of Customer Experience

The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors.…

Demystifying the Ritz-Carlton Secret of Legendary Customer Service

The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it...

8 Key Customer Service Skills All Call Centers Need to Succeed

To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking...

Integrate Social Media Channels to Transform the Call Center Experience

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what we’re doing at the moment? TMCNet discusses the answer by describing the modern day customer and the challenge that call...

Make Teamwork Critical Component and Achieve Customer Service Team Effectiveness

Your team’s strategy, mission, and the outcomes of interacting with them need to be crystal clear. Everyone must work together on that ultimate end goal. Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a...

6 Opportunities for Proactive Customer Service

Customer service is an important facet of any business. Consumers expect a level of responsiveness when they purchase a product. It not only means taking care of the customer at the point of sale, but before, during and after the transaction is executed. Based on...

Deliver 6-Star Customer Service in a 5-Star World

Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at...

Happy Customers Live in the Cloud

There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative. But, if the call center was overstaffed,...

Handle a Business Crisis with Solid Social Media Management

As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through…

Welcome to the New Service Economy [INFOGRAPHIC]

Products are dead. Services are the new product. Online Services is the next trillion dollar market being accelerated by the explosion of cloud computing and mobility coupled with increased consumer demand to purchase whenever, wherever and however they want. A new consumer survey commissioned by…

10 Simple Tips to Improve Customer Care In Just 1 Day

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and...

Want to Delegate and Still Improve the Experience? Automate!

Of the many tasks on your plate, which one is most important to your ability to earn a paycheck and serve the customer? Which one, if left undone, would mean financial ruin and bad customer reviews—whether an imminent shut-down or a slow death? You probably...

The Power of Product Design in Customer Experience

First impressions generally happen in less than 7 seconds. Customers often make snap judgements when it comes to purchasing a product or deciding to use a service. How a product looks or a service provider’s Website can often be the deciding factor when a customer is...

Join the Conversation: How to Engage With Your Customers Online

Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when...

The Growing Gap Between Service Delivery and Delivered Service

Recent research reported by the Institute for Corporate Productivity (i4cp) and the American Management Association (AMA), shows that there’s a growing gap between what organizations aspire to in terms of service delivery and the actual service customers experience. Business is different. Not just today but each and...

2 Essentials to Building a Sustainable Brand Service Experience and Customer Loyalty

Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts...

Mapping the Customer Experience Journey in the Internet Age

Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is…

How To Use Customer Experience Data to Improve Customer Service

The divide between mature and immature companies isn’t based on the amount of budget dedicated to customer service or experience, but rather the attention given to gathering customer data and acting on customer insight. A survey of companies and agencies translating experience data to customer service action...

Customer Service Nirvana: Why You Should Never Wait In Line Again

Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer...

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