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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!

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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