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!
Show Your Customer Some Appreciation and Increase Your ROI
Retaining customers makes good business sense: it can cost as much as five times more to woo a new customer than to retain an...
Fire, Ready, Aim Customer Service Will Always Fail
It takes focused preparation for how service should take place and clear objectives for what the end experience should be in order to consistently create...
6 Ways to Make Customers Fall In Love With You [INFOGRAPHIC]
It’s worth it to deliver exceptional customer service because when it comes down to it, customer service matters to customers who purchase. If you want...
Faceless Social Customer Service
Social customer service gives organizations an opportunity to take transparency to a whole new level never seen before in customer/corporate relations. Customers today crave that...
Believe in the Power of Customer Service
“Belief is not an idea that the mind possesses but an idea that possesses the mind.” Customer service quality is a manifestation of your customer...
Love Customer Service for the Right Reasons
Real customer service is more than answering phones and returning emails. It’s more than answering questions and doing things for customers. Customer service is...
Human Psychology in Customer Service
Customers aren’t robots, you can’t just recite instructions or feed it information. Customers are living, breathing, feeling individuals who need care, attention, and meaning...
The Most Important Question Customer Service Isn’t Asking
Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take...
Learn from Apple, Don’t Rush Technology to Fix the Call Center
For too many organizations, the call center is failing to deliver the customer experience that customers expect. Simply adding more technology won’t fix the...
Hire Your Way To A World-Class Customer Experience
Building a world-class customer service team that effectively delivers the top customer experience in your industry won’t happen overnight. In fact, it’ll take you...
How Important Is Customer Service in Customer Experience? [INFOGRAPHIC]
Poor customer service almost guarantees that the next time your customer has a need, they’ll look elsewhere. Really helping customers is critical if you want...
Moving Forward With E-commerce Trends of 2014
The e-commerce market is constantly changing. With new trends and higher demand, it can be easy for an online retailer to fall behind. If you’re...
Customer Satisfaction With Retail Is At An All Time High
According to the American Customer Satisfaction Index (ACSI), customers are feeling more positive about their interaction and service experience in retail. At the same...
When Customers Are Wrong, What Should Customer Service Do?
The customer is not always right, but proving the customer wrong doesn’t win the customer and will most likely cause you to lose future...
5 Factors to Consider Before Picking an Outbound Call Center Service
Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience. Photo by...
Comcast/Time Warner Merger – Ready For More Bad Customer Service?
When two of the worse customer service providers merge, can the result ever be better customer service? An International Business Time article suggests that the...
9 Facts That Will Change What You Think of Customer Service [Infographic]
Most customers wait 1 minute on hold before getting the run around from customer service, it’s not wonder they don’t hesitate to switch to...
What is Customer Experience? [Infographic]
Simply put, customer experience is how your customers perceive their interaction with your organization. CEM or customer experience management is the line of business where...
10 Keys to More Meaningful Customer Service Teamwork
Having to work in a team, and developing better customer service teamwork is one of the fundamental keys to a consistent customer experience. Photo by...
3 Words to Avoid for Better Customer Service Communication
Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and...