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!
4 Reasons You Need Customer Interaction Analytics Yesterday
Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it...
5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience
If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown...
4 Most Common Customer Service Complaints You Can Fix in One Day
Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry...
Don’t Run from Customer Reviews
Social media has elevated the power of customer reviews to a whole new level. In digital world, thoughts and opinions are processed at lightning speed,...
Tips to Improve Customer Service in Your Real Estate Agency
The real estate broker and sale agent work force is predicted to grow 11 percent through 2022, according to the Bureau of Labor Statistics. Despite...
Customer Service 101 for Home Sellers and Mortgage Brokers
Brokers and homeowners depend on a great relationship in order to receive some fees for facilitating the mortgage process or getting the most from...
Why the Comcast Customer Service Nightmare Happens
The corporate culture in customer service at large corporations is often toxic and this type of behavior is pervasive when call center agents are...
4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail
Where does your customer experience stand? It’s a broad question that any business owner, large or small, must answer if they want to truly...
4 Companies Using Social Media Customer Service Effectively
As the new, gigantic version of word-of-mouth, social media has turned customer service on its ear. If you’re a business owner, you likely already know...
Increasing Your International Customer Base and Experience Online
Expanding to international markets and focusing on enhancing your customer experience is a logical step to grow your business. It can increase your customer base,...
Service is Only as Strong as Your Strongest Link
To get yourself in a position where you’re trusted by customers, you have to ensure your customers that what you deliver is what they...
The Conflicting Nature of Customer Service
Bad customer service generally happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center. But no...
Build the Next Customer Experience Wonder of the World
Did you know sailfish are considered the fastest known fish in the world? Until recently I didn’t, but did that didn’t change the fact that...
Technology For Personalized Service In Non-Personal Customer Interactions
Almost daily we see new technological advancements, breakthroughs, inventions, and inspiring stories of organizations doing what no one thought was possible. We live in unique...
Design Customer Experience Like Pixar
Fast Company recently profiled ex-Pixar employees about how they are using lessons learned at Pixar in their new endeavors. The Pixar approach is one that every...
When is Customer Experience Bad for Business?
Most people would consider the majority of their customers their core customers or the customers they have to please. The problem with this type of...
Sucking is the First Step to Being Sorta Good at Customer Service
What every customer service blogger, consultant, speaker, writer, and software provider WON’T tell you is that it’s ok to suck at customer service. Really…it’s ok to actually...
Your Customer Experience is Yours to Find
Today you have the opportunity to step beyond boundaries of what your customer experience has previously accomplished and explore new ways of connecting with...
The Worst Customer Service Email Subject Lines, Ever!
Email is a critical part of customer service today. Writing effective emails will ensure that your customers quickly identify the purpose of the message...
Repetition is Key to Consistent Customer Experience
In order to establish a pattern of customer experience, people require frequent exposure to great experiences. We repeat these patterns over and over again so...