Empowering Companies to Excel in Customer Experience & Product Life Management

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  • HOME
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Exploring/Reflecting about important subjects in Customer Support & Services

Customer Loyalty

Customer loyalty to a brand. That’s what we normally read everywhere…

But to be worthy, the brand must be loyal to the customer.


Having a full structure built to be loyal to the customer is not for everyone, but for the visionary and bold leaders, the ones who wants to leave a legacy, the ones whose interest is in the sustainability of the company on the longer term.


Read this article and discover the path to excellence and success.

Customer Support & Services During Crisis Time

What is the best Strategy?


Now is time to step up and support the customers who are striving to survive.

Now is the time to understand customers' pain and develop solutions to survive.

Now is the time to demonstrate how much you value them.


Be with your Customer. 

That's the best strategy !!

Data speaks loud to whoever wants to listen

Business Sustainability is all about Customer Experience

Customer centric model based on data-driven processes is the answer for today’s competitive market which needs actionable customer insights, faster product innovation and disruptive business models. 

Business Sustainability is all about Customer Experience

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

Business Sustainability is all about Customer Experience

You will find out that most of these moments are triggered by details, simple things, but very smart and specially sensible. This is the part where you want to touch the persons’ “heart”, or make him (her) feel special. Details that can change the way your customers perceive you, details which can establish a lifetime relationship.

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

How about....


· Increase your revenues and profit  

· Engage your business around the customer 

· Keep your product with high performance and well supported 

· See your customer base willing to stay with you


HERE IS A WORK PLAN !

Process improvement and innovation with Value Stream Mapping

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

Creating a Sustainable Business Growth by Empowering Companies to Excel with Customers

When we are focused on innovation and changes, it is worth thinking about Value Stream.


One very effective way of understanding what needs to be reviewed is thru Value Stream Mapping (VSM), a powerful lean tool which will allow you to understand what really matters to your customer and will lead you finding effective processes to get the expected results.

Maintainability, Path to excellence in Customer Support & Services

The challenges and recommendations to make it an important requirement and properly implemented.


It will not cost you more and will definitely make your customer much happier and satisfied and maybe loyal to your product development philosophy.

The Power of Customer Perception

When you are truly interested in the customer, you try to learn everything that involves his/her journey with your company, create unforgettable moments to demonstrate to him/her how much you care, how important she/he is for the company. Going the “extra mile” becomes part of the mindset of the team.

Reviewing Processes to set the path to Excellence in Customer Support & Services

Reviewing Processes to set the path to Excellence in Customer Support & Services

Let’s understand what needs to be done.

Integrated Logistics Support

Results Management, path to Excellence in Customer Support & Services

Reviewing Processes to set the path to Excellence in Customer Support & Services

A Development Methodology to Achieve Excellence in Customer Support & Services and in Business.

Team Management, path to Excellence in Customer Support & Services

Results Management, path to Excellence in Customer Support & Services

Results Management, path to Excellence in Customer Support & Services

Important matters deserve serious approach and team management is certainly one of them.

Excellence in Customer Support & Services demands outstanding team management.

Results Management, path to Excellence in Customer Support & Services

Results Management, path to Excellence in Customer Support & Services

Results Management, path to Excellence in Customer Support & Services

Although the concept is quite clear, the execution sometimes fails, and may divert you from the excellence.

Let’s talk about this subject and refresh some interesting points which might help to manage the results of the Customer Support & Services and guarantee the path to excellence.

Customer Relationship Management, a Winning Strategy

CRM is about making every customer feel like they have a one-to-one relationship with you.


CRM gives you the opportunity to show your customers that you understand them and care about their needs, questions and concerns, and commitment to deliver at excellent levels bringing loyalty.

Customer Experience is More Important than the Product

Managing customer experience is all about closing the gap between expected and actual, is about understanding customer needs, desires, reactions. 

These moments will define the long-term relationship with the customer and therefore the future of the company.

Remember that the customer can replace you anytime but you don’t have the same option.

Listen to your Customer and Act Fast !

Effective Communication, a Game Changer

Do not pretend to think you know what customer wants and likes. 

Big mistake. 

You must ask him!!

Avoid bad profit. 

Be a customer centered organization, value their voice,  focus  on customer focus, listen to them, act fast and collect the benefits.

Effective Communication, a Game Changer

Truth, the Whole Truth and Nothing But the Truth.

Effective Communication, a Game Changer

Communication is not only about writing, speaking. It is about integrating, motivating, engaging, involving, and coordinating towards the best for all shareholders.

It is certainly one of the most important aspects in business (and in life). Having human beings interfacing each other, either personally or professionally, and guarantee their understanding and agreement is a challenge. Its success depends on your communication skills

Change Management, an important competence.

Truth, the Whole Truth and Nothing But the Truth.

Truth, the Whole Truth and Nothing But the Truth.

Today, if you want to succeed, “change” will be on your plate quite often. Whatever change you want to implement, its success will depend on your team, human beings, a quite complex factor, which should not be underestimated. Change management concept, mindset and procedures must be embedded in current business management philosophy to support high adherence of a new status quo. Customer Support & Services processes operate on very dynamic environment and frequent changes are common to guarantee the alignment with the market needs. Understand change management importance and make it happens is paramount to the path to Excellence in Customer Support and Services.

Truth, the Whole Truth and Nothing But the Truth.

Truth, the Whole Truth and Nothing But the Truth.

Truth, the Whole Truth and Nothing But the Truth.

Nobody wants to be associated with someone or company which you cannot trust, which you are not sure the truth will reign the relationship as hard as the truth may be.

Leaders must encourage people to value TRUTH over anything else. They shall feel protected and actually motivated to promote the TRUTH in their daily business and environment. Never punished.

Customer Centered Organization, a Winning Strategy

A customer centered organization provides an “excellent customer journey”, understanding better your customers, their preferences and needs, the way they spend their money, the way they do their business, they treat their customers will create the foundation for a sustainable business

Focus on Customer Focus not on Customer

Understand your customer business and operation, his values and vision, his challenges, difficulties and strength. You will not only adjust properly your targets, deliver more, but also identify opportunities to add even more value to him, foundation for a sustainable business. 

DISRUPTION, a consequence of falling in love with your customer

Disrupting the organization, and making the significant changes to the day-to-day culture of putting the customer first. 

Is Your Team Prepared to Excel with Customers?

People who shares a same CUSTOMER value, knows the business, have the right sense of importance and delivers in excellent levels will be the ones to criticize the status quo and regularly review processes, procedures, policies, tools being the center of a continuous improvement and motivator of the path to excellence in Customer Support & Services.

CSS Budgeting –Business Sustainability & Growth

Improve Business Results with Reliability Management

If the company is truly focused on customer, he is in the center of the organization, processes and management. A comprehensive budget will naturally be built to sustain all targets and values. Moreover, it will create opportunities for growing on a sustainable way. 

Improve Business Results with Reliability Management

Improve Business Results with Reliability Management

You might even have issues with your product and your customer knows that will happen. 

What really matters is how you deal with them. That will be paramount to your customer loyalty to you.

Customer Satisfaction shall be in the “DNA” of the company

This is the best business strategy ever. Any other strategy will work nicely if you master on this one

SUPPLIER, Critical for Customer Support & Services

Look for partners and not suppliers, look for companies who understand the importance of the customer in the sustainability of the business, the ones who are committed not only with what they produce but with the entire project that it is part of.

Internal integration, path to excel with customers

Company areas supporting and trusting each other is the answer and another important “material” to the pavement of the path to excellence in CSS (Customer Support & Services).

The Proactive Management of KPIs

The monitoring and management of KPIs can bring productivity and customer response improvements, it can also reduces costs when improvements in processes and products are implemented sooner and reveal service opportunities and new businesses that can potentially increase the revenue and customer’s share of wallet. 

Why Process Management?

Customer Support and Services pushing business

Corporate process management is driven by the need to maximize process results to ensure alignment of business strategies with customer focus and more stakeholders.

Customer Support and Services pushing business

Customer Support and Services pushing business

Market data show that the low quality of service is detrimental to companies of any segment.

Everyone loses: the customer, who feels frustrated and harmed, and the company, which has its image stained and loses sales.

Customer Experience, the differentiator in business

Market data show that the best opportunities for business growth and sustainability are in how the C

Market data show that the best opportunities for business growth and sustainability are in how the Customer's experience with the company is.

Any Insight?

Let us know your thoughts

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