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!
How Good Customer Service Works
Everyone uses customer service. Although it’s easy to be upset with the bad customer service, getting good customer service isn’t as easy as you...
Does Customer Service Know What’s Expected?
Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really...
Real Customer Service Doesn’t Happen Without Emphathy
Empathy is the most important skill you can have in customer service. You won’t always understand every customer. You may not even side with them...
7 Effective Tips for Better Customer Loyalty
The emotional bond of customer loyalty may not appear on your business’s bottom line, but ignore it and you’ll quickly see how important customer...
Be True to the Purpose of Customer Service
The next time you're frustrated for being on hold for 30+ minutes waiting to talk to customer service, imagine having to travel to the...
2 Minutes Worth of Quotes to Inspire Better Customer Service
Staying motivated in customer service is 99% of the battle to deliver better customer experiences each day. Customer service is hard work. We all want...
10 Things Customer Service Needs to Know About Customers [INFOGRAPHIC]
The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want. Customer love personalization. The more…
In Customer Service We Trust
A recent New York Times editorial brought to light the growing sense of distrust that our society is experiencing today. Trust, however, remains a central...
What’s Your Customer Experience Manifesto?
Providing a great customer experience for our customers makes them proud to be associated with us and is part of our legacy of customer...
Making the Sale: 3 Cold Calling Tips
If cold calling is part of your job description, you can relate to Will Smith's character, Chris Gardner, in the movie "Pursuit of Happyness."...
What Really Creates Customer Loyalty? [INFOGRAPHIC]
Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty. 60% of customers...
Take Care of Your Employees and They’ll Take Care of Customers
Forget the statistics, take good care of your employees and they'll take good care of your customers. Your employees really don't care about the quality...
Business Etiquette 101: Should You Send a Gift to a Customer?
When done correctly, giving a gift to a customer can strengthen relationships with business associates, customers, and employees. Many cultures show their appreciation to customers...
The New Rules of Customer Engagement: Data-Driven & Yet Human-Centric
We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers. Customer engagement...
The Language of Customer Service
The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way. Communication...
When you Lose Your Customer Service Focus
What most businesses fail to understand is that when you lose your customer focus and deliver bad customer service it's actually more costly to...
Beginner’s Guide to Improve Customer Experience [INFOGRAPHIC]
This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year. Being able to...
Positive Employee Engagement Enables Great Customer Experience
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Once upon a time, employees would often stay...
3 Reasons Customer Service Management Software is More Critical Today
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions...
Customer Experience Is More Important Than Advertising [Infographic]
Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Recently...