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Profile: Flavio Martins

Flavio Martins is the VP of Customer Support at DigiCert, Inc., and leader of an award winning global customer service team. As a customer service blogger, and customer service fanatic, he's on a mission to show that excellent service can be consistent, simple, and easy. Blog: Win the Customer!

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Articles by Flavio Martins
5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

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 the way to innovate and dominate by putting the needs... read more

4 Most Common Customer Service Complaints You Can Fix In One Day

4 Most Common Customer Service Complaints You Can Fix In One Day

Customer Experience

Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no... read more

Why The Comcast Customer Service Nightmare Happens

Why The Comcast Customer Service Nightmare Happens

Customer Experience

The corporate culture in customer service at large corporations is often toxic and this type of behavior is pervasive when call center agents are pressured by overbearing policies or when... read more

4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail

4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail

Customer Experience

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 differentiate and engage with customers. Whether... read more

4 Companies Using Social Media Customer Service Effectively

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 that good customer service is... read more

Increasing Your International Customer Base and Experience Online

Increasing Your International Customer Base and Experience Online

Customer Experience

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, produce significant growth, dramatically increase... read more

Service is Only as Strong as Your Strongest Link

Service is Only as Strong as Your Strongest Link

Customer Experience

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 need, that you can deliver it... read more

The Conflicting Nature of Customer Service

The Conflicting Nature of Customer Service

Customer Experience

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 organization sets out to make... read more

Build the Next Customer Experience Wonder of the World

Build the Next Customer Experience Wonder of the World

Customer Experience

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 it was the fastest fish... read more

Technology For Personalized Service In Non-Personal Customer Interactions

Technology For Personalized Service In Non-Personal Customer Interactions

Customer Experience

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 times. Values, priorities, and norms... read more

Sucking is the First Step to Being Sorta Good at Customer Service

Sucking is the First Step to Being Sorta Good at Customer Service

Customer Experience

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 suck at customer... read more

The Worst Customer Service Email Subject Lines, Ever!

The Worst Customer Service Email Subject Lines, Ever!

Customer Experience

Email is a critical part of customer service today. Writing effective emails will ensure that your customers quickly identify the purpose of the message and act on your call to... read more

Show Your Customer Some Appreciation and Increase Your ROI

Show Your Customer Some Appreciation and Increase Your ROI

Customer Experience

Retaining customers makes good business sense: it can cost as much as five times more to woo a new customer than to retain an existing client. Customers love feeling special,... read more

When is Customer Experience Bad for Business?

When is Customer Experience Bad for Business?

Customer Experience

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 thinking is that the vast... read more

Fire, Ready, Aim Customer Service Will Always Fail

Fire, Ready, Aim Customer Service Will Always Fail

Customer Experience

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 positive connections in customer interactions.... read more