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Flavio Martins
Works at DigiCert
Attended University of Denver
Lives in Saratoga Springs, Utah
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Flavio Martins

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Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. #custserv   #custexp   #cx  
Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences. One of the greatest challenges of developing winning customer experiences isn’t always getting results, but taking the initial step of breaking out of the current …
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According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision …
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#custerv  and #custexp  matters! Metro Bank has gone from $0 to over $5 Billion by creating and implementing a cohesive and sensible customer experience strategy. It works!
The Metro model is an example of customer service experience management in practice and demonstrates the power that innovative customer service experience.
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There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. #custserv   #custexp   #hiring   #management   #cx  
There's an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service.
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Walt Disney, the First CXO in the Age of Customer Experience. 

One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. #custserv #custexp #cx #disney
The real secret to the Disney’s “magic” recipe for customer experience is its focus on perfecting service process—and its ability to optimize the mundane.
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Want to turn customers into brand ambassadors? Focus on building customer loyalty. There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Thus, to surround their brand with influential representatives, many organizations hire endorsers, who would talk about …
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Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leaders.
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#custserv  and #cx  are untapped #marketing  channels. The Metro Bank case study shows how innovation in a stagnant service industry can take an organization from $0 to $5 Billion in just a few years.
The Metro model is an example of customer service experience management in practice and demonstrates the power that innovative customer service experience.
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#Cx  Year in Review. What have we learned this year about #custserv  and #custexp  best practices.
Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want. Quarterly, semi-annual, or yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what worked and where renewed efforts are needed is essential to …
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People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country. #custexp   #custserv   #cx   #marketing  
Product experts guide customers through the product experience and create a unique interaction between a customers and the organization that serves them.
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Your brand is who you are and what your business stands for.

3 Critical questions that every organization should be asking are: Are there voids or unmet needs in the industry? How will you exceed the current expectations of your customers? Are each of your products or services truly unique?  #branding   #marketing   #custexp   #customerexperience  
Take measures to promote consistent brand messaging and secure your piece of the competitive landscape. Your customer experience depends on your execution.
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I live and breathe customer service, and love content marketing.
Introduction
I'm a Marketing Operations and Customer Service executive and team lead. I specialize in setting the strategy for online marketing, demand generation, content development, social media, and enterprise technical customer support and experience.

With customer service and value-driven content we've built great customer relationships and seen exceptional customer loyalty. I wake up each day excited to work with the marketing and customer support teams in our multi-million dollar company. With customers in more than 180 countries and ranging from Fortune 500, government, educational, and SMB, getting every detail right in our customer experience matters.

Developing SEO/SEM/Content Marketing/Word-of-Mouth strategies have helped us build the fastest growing provider in our industry and leader in order fulfillment. Leveraging lean operations, UX/product design, content marketing, and customer experience we've seen a 96% customer renewal rate.

Marketing gets the customers, but customer service and experience keeps the customers coming back.

I'm love blogging about customer service, and you can see me blogging regularly on http://winthecustomer.com or on http://blog.digicert.com. I'm also an Atlanta Braves fanatic. 

Past Awards:

Huffington Post Top 100 Customer Experience Leader
ICMI Top 50 Contact Center Leader
Frontleaf Top Influencer in Customer Success
SAP Top 60 Customer Experience Influencer
Mindtouch Top 50 Most Active Influencers in #CX
Bragging rights
Huffington Post Top 100 Customer Experience Leader, ICMI Top 50 Contact Center Leader
Education
  • University of Denver
    Masters of Technology Management
  • Utah Valley University
    Information Technology
  • Brigham Young University Hawaii
    Information Systems
Basic Information
Gender
Male
Work
Occupation
Executive in Marketing Operations and Customer Service
Skills
Operations, Customer Service Management, Customer Experience, Technical Support, Content Marketing, Online Marketing, UX/UI, SEO/SEM, Customer Community, Corporate Culture.
Employment
  • DigiCert
    VP of Operations, present
  • Bluehost.com
  • Novell
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Saratoga Springs, Utah
Tipton is everything you could ask for in a landscaping company. From the very first day when I got my bid Brandon was a master at communicating with me. He's up front, punctual, and backs it up with a hard working crew of guys. I had to wait a few weeks for some projects to finish before it was my turn but Brandon checked in periodically and once the work got started, the crew was working around the clock. The work was done exactly how we planned it and I couldn't be happier. If you're tired of no-shows when it comes to landscaping, save yourself the trouble and go with Tipton.
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