Archive for April, 2010

3 resources for bonding with your customers: tools of mass engagement!

Monday, April 19th, 2010

The brave new world of digital tools and technology allows small business to connect with customers in ways that were unimaginable a decade ago. We take this increased connectivity almost for granted, and because of this many small businesses overlook the platforms, analytic tools, and services available to them and just begging to be leveraged. I am going to discuss here three critical areas, where we focus energy and attention, that enable us to develop strong bonds with our users. Our efforts in these these areas are supported by software which enables us to maximize our own capacity and which can  enable other small businesses to connect to and bond with customers. The focus for us is strategic, and these simple software solutions are, for us, tools of mass engagement!

1. Customer service is critical to our venture, our customers, and our marketing efforts. We are huge believers in the idea that deep bonds can be achieved when you pay attention to your customers, respond to their requests quickly and clearly, and (most of all) when you politely help to solve their problems. Great word of mouth starts with great customer service!

Help desk software: Zendesk. We have been using this SAAS support ticket management product since we launched our Beta on March 2008. To date we have handled over 40,000 customer service requests, and ZD allows us to categorize, assign, solve, and track each of those requests quickly and efficiently. Tools to create macros allow us to give “standard” answers to common questions; reporting features allow us to look across all tickets or time periods to understand trends; and user accounts allow us to quickly analyze a user’s history of requests and solutions. There is also a robust automated notifications feature that allow us to set “triggers” which generate unique emails to our users. We pay a monthly package price that gives us 7 “seats” and Zendesk’s own high quality, fast and dependable support.

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Screencast: Post your project on crowdSPRING!

Thursday, April 15th, 2010

We’ve prepared a short screencast video with instructions on posting your first project to crowdSPRING! Lots more information on posting projects can be found in our Help Center.

Enjoy and please let us know if this is helpful.

Twitter Link Roundup #35 – Design, Copywriting, Marketing, Small Business, Social Media And More

Tuesday, April 13th, 2010

Every day on the crowdSPRING Twitter account and on my own Twitter account, I post links to posts or videos I enjoyed reading or viewing. These posts and videos are about logo design, web design, startups, entrepreneurship, small business, leadership, social media, marketing, and more! Here are some of the links that I’ve liked and shared this past week!

5 Photoshop & CSS Tricks for Killer Web Designs – http://bit.ly/9I3Q4h

The Dying Art Of Design – http://j.mp/a3ABbY

Outstanding post by @TheLogoFactory about the harm caused by “Logo Raiding” – http://bit.ly/9VITgG

30+ Excellent Photoshop Web layout Design Tutorials – http://bit.ly/cakfJy

Opinion Column: The Sad State Of The Web Design Community – http://bit.ly/dnHYzT

Introducing the Web Safe Font Cheat Sheet – http://bit.ly/d7QgWu

Fun & Amazing Vintage Print Ads Roundup for Inspiration – http://bit.ly/9a8o4c

Vector freebies and premium: floral, wings and t-shirts – http://bit.ly/95aGpz

117 Funniest Creative Job and Recruitment Ads – http://j.mp/bjVLQu

Dealing With Clients Who Refuse To Pay – http://bit.ly/bIn8L2

The Ten Commandments Of User Experience – http://slidesha.re/9kWABa

15+ Useful CSS Grid Systems – http://bit.ly/9TjQcQ

Thirteen Ways of Looking at a Typeface – http://bit.ly/bGSIFy

Web design conferences: just expensive blog posts? – http://bit.ly/9E4W8E

Holistic Web Browsing: Trends Of The Future – http://bit.ly/b16FrS

Creative Ads Inspired by our Favorite Fairy Tales – http://bit.ly/bP8nDz

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Small business and customer service: 3 tips for creating a virtuous loop.

Monday, April 12th, 2010

At crowdSPRING we place a great deal of emphasis on customer service: quality, accuracy, and timeliness are critical measures of our ability to deliver this to our users. Customers are the life-blood of any business and small businesses particularly must focus on listening to their customers, responding, and making adjustments based on the feedback received. Three rules we live by:

  1. 1. Make it easy for them to talk to you,
  2. 2. Respond quickly – don’t keep them waiting and solve their problems as fast as you can, and
  3. 3. Learn from the feedback, make adjustments in response, and turn the feedback into a virtuous loop.

Here’s how we address these three critical components:

  1. 1. We provide both an easily accessible link in both the header and the footer on EVERY page on the site: “Contact us” is always a click away. Clicking the link gives users a very simple form where they can describe their issue or ask their question and it gets in front of us immediately.
  2. 2. We work hard to constantly improve the amount of time it takes to assign and solve every request that comes in. Our ultimate goal is to reduce the average “assign” time for any ticket to under one hour, and reduce the average “solve” time to under 24 hours. Of course some problems will always take a longer time to solve while very simple requests or questions will necessarily take longer.
  3. 3. We’re here to learn, to improve, and to make the experience and the product better for our users. We do that in several ways, but first by listening to suggestions and culling the best of these. We list these out and discuss them as a team at our weekly product meeting. This is where suggestions are debated, refined, and ultimately are developed into actual features, policies, and tools.

So how are we doing on this. I took a few minutes this weekend to analyze our support data and track our progress towards our goal of improving customer service. By some measures we are doing great and our efforts are paying off, in others we still have some ways to go. Here’s a few charts which nicely illustrate our progress:

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U.S. Government Continues To Embrace Crowdsourcing

Sunday, April 11th, 2010

Last month, the U.S. Government adopted a new policy promoting government crowdsourcing initiatives at the national level.

As part of that effort, the President’s Council of Advisors on Science and Technology has launched a new website designed to crowdsource policy opinions focused on the manufacturing industry.

It’s great to see the government follow-through on its commitment to leverage crowdsourcing to solve complex public problems – and to help private industry in the process.

Small Business Spotlight of the Week: GoHuman.com

Friday, April 9th, 2010

There’s this great new website we found called Gohuman.com. It’s a marketplace connecting consumers with small, local businesses. You sign in, enter your zip code and before you know it you’re looking at tons of small businesses in your area that can do anything from custom framing to physical therapy. Or if you are a small business that can offer great services and you want to get your name out to your community you can sign up and post for your business!

In honor of April’s Autism Awareness Month, GoHuman.com will donate $1 for every new registration that mentions “Sunshine” so sign up now!! It’s free and super easy not to mention this site will come in handy for more than you can imagine.

Robert, AKA Sunshine, is a heart transplant baby who was later diagnosed with Autism. Now at 12 years old, Sunshine’s family carries the burden of medical expenses and the heartbreak of caring for a child who needs their help but is unable to communicate. The family started Sunshine Sprouts, an organic lentil and sprout company, to help raise funds to ensure Robert gets the treatment he needs, and posted on GoHuman.com to help spread the word.

Sunshine’s family just needs to raise $14,900 and they’re already at $7,491! So do Sunshine and us a favor and sign up for GoHuman.com and tell all your friends! If you’d like to donate more or learn more about Sunshine you can visit his page. Every registration counts and gets their family one step closer to being able to provide Sunshine with the care he needs.

Twitter Link Roundup #34 – Design, Copywriting, Marketing, Small Business, Social Media And More

Tuesday, April 6th, 2010

Every day on the crowdSPRING Twitter account and on my own Twitter account, I post links to posts or videos I enjoyed reading or viewing. These posts and videos are about logo design, web design, startups, entrepreneurship, small business, leadership, social media, marketing, and more! Here are some of the links that I’ve liked and shared this past week!

2000+ Illustrator Symbols for Illustrators and Animators – http://bit.ly/c9w6CL

Inspiration: 50+ Vector-Based Book Covers – http://bit.ly/9ocTmL

Logo Design: Flowers, Plants and Trees – http://bit.ly/bISlLZ

Advanced WordPress Comment Styles and Tricks – http://j.mp/bmcOgS

50 Beautiful Print Advertisements for Inspiration – http://bit.ly/9KYBS6

UI Design Patterns: Open Source Design Pattern Library – http://bit.ly/a8SRO6

50 New High Quality Icon Sets – http://bit.ly/9cXF0F

30 Inspiring Motion Graphic Reels and Sequences – http://bit.ly/cUqGvi

Experimenting with data visualization – http://bit.ly/djUsfb

Inspiration: Creative Examples of Red Color Usage in Logos – http://bit.ly/bkECr7

Stylize Your Own Checkboxes – http://bit.ly/9sinEk

35 Fresh JavaScript/jQuery Tools and Resources – http://bit.ly/ckDWRN

Analyzing the Design of Websites: Apple, Microsoft & 37 Signals – http://bit.ly/mZbI4

10 Mistakes You Don’t Want To Make As A Freelancer – http://bit.ly/cMQjea

How to Dynamically Highlight Content Like Wikipedia Using CSS3 – http://bit.ly/aXb5Ku

Coming soon page with style – How to create and some great examples – http://bit.ly/ahbOcc

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Who are we? And, where do we come from? (2010 edition)

Monday, April 5th, 2010

A little over a year ago, I wrote a post about the international flavor of the crowdSPRING community and I thought perhaps it was time to click the refresh button and see what’s happened in the past year. When I wrote that post, we had been in business for almost a year and we had had visitors from 196 countries; as of today we have had visitors from 219 countries and they speak 199 languages! On March 31, 2009 we had 9,148 visits and on the same day this year we had almost 12,000; a 31% increase! So, needless to say, we continue to grow in important ways. For instance, at the first quarter of 2009 we had 21,253  registered Creatives and 4,558 registered buyers on the site; today we have over 57,000 Creatives and around 15,000 registered Buyers!

Some quick facts about Visitors to crowdSPRING:

  • As of today, our visitors come from every continent (don’t know for certain about Antartica – Google analytics doesn’t seem to break those visitors out into their own category).
  • They spend an average of almost 12 minutes for each visit.
  • Our visitors speak 199 languages.
  • Top 10 visiting countries as of March 31, 2009 and March 31 2010? Take a look here:
  • Here is some more cool data(along with some neat charts) for further comparison….

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