About us

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Martini Consulting empowers companies to excel in customer experience, product life management, services & results management, improving companies results by supporting business sustainability.

We believe that after-sales services for any product or service are the key to customer loyalty and the main profitability factor for a successful business.

Our knowledge is based over many years of experience, study and implementation of the most diverse solutions in the aeronautical market, with great success, taking Embraer to the top when it comes to customer experience.

We do this by reviewing and rebuilding work processes, support and management policies, organizations, teams and leaderships.

Companies that focus on the customer experience face considerable increases in their profits.

Customer experience has become a determinant factor in business and we empower you to excel.

Our mission is to enhance customer experience in the market place.

To have a better understanding how we think, please take a look at some of our insights about different Customer Support & Services aspects and contact us to discuss any specific subject.

We form a group of professionals with extensive experience in business development and process structuring with a focus on Customer Support and Services. 

Counting with very experienced partners and varied specialties Martini Consulting has a wide experience with outstanding results in the development and operation of aircraft support & services processes in the aeronautical market that is demanding and well regulated for the Commercial, Executive and Defense sectors.

A very complex product, whose development, production and support involve many companies and players in the different focuses of specialization demands the construction of processes, standards, policies, codes of conduct, aligned values, KPIs to achieve good results.

Martini Consulting can take this experience to your company, tailoring the right solutions for your business, building the path to excellence in support and services that will strengthen the company’s sustainability.

What will be developed with your company is based on the success of Embraer, which for some years has been considered one of the best customer support and services companies. (Pro-Pilot, AIN e independent researches).   

This experience is available to companies that wish to reach excellence levels in relation to customers and support processes and services, retaining their relationship and preference for their products and services.

We assist companies to guide the organization towards Excellence in Customer Support & Services, to deliver a state-of-the-art experience and win customers’ trust and loyalty.

We select best practices in consumer services that are most appropriate to our customers.

Implementation is fast and effective. In the end we will provide consumers with an experience of excellence in the relationship with customers that will take the results to the new desired level.

Excellence:   

People, policies, processes, culture, and tools all directed to fulfill customers’ values.

Provide expert solutions: promptly, respectfully and attentively. 

Retention: 

Continue to participate intensively in customers’ choices and decisions.

Enhance constantly the share of expenses the marketplace spends with the organization

Results:

Revenues will increase from 4% to 8%

Lean processes tend to eliminate reworking and waste

Low cost incentives to attract new customers

Profitability will rise up to 25% if retention improves

Martini Consulting team members contributed to the development of comprehensive and successful Customer Support & Services platforms allowing the company to be one of the best in customer experience.

Commitment

We deliver what we commit. Our customers and our products have all our support at any stage of our relationship. We will always be together with our customers supporting their results.

Respect

Our relationship is based on respect for what the customer believes, their knowledge, their values. 

Integrity and honesty

Our professional and personal ethics are unshakable and grounded in truth, justice, honesty, impartiality.

Search for excellence

Incessant search for what is the best

Disruptive, where necessary, with responsibility, seeking solutions out of the circle that bring improvements to the business.

Humility, always learning

We know that we have a lot to learn, we make it our strength and the challenges we face, and together with our customers we seek the best, never believing we know everything.

Customer Focus

We focus our business on customer results.

We continuously seek to understand your needs and expectations.

Take a look at how we understand several important aspects shall be faced and valued in Customer Support & Services. 

They might be interesting for you.